The listing did not disclose the key pick up situation which was the first concern.. Finding out days before we arrived that the key was an 8 minute walk (across busy roads and a rather sketchy part of the Cross) was concerning. Then, we arrive at the location to the lockbox and the code doesn't work meaning we couldn't get our key out. So at 5pm on a Sunday afternoon with my elderly mother we are left trying to contact MadeComfy's customer service. I spent 20m on the phone to someone who's background was so loud she couldn't hear me and I couldn't hear her. Only to be told that they had reached out to local support and would get back to me. An hour later (6pm), no response. I call back and asked if I should be looking at a hotel at this point to which she agrees. And confirms that the next morning someone from the local office would meet me at the airbnb with keys. Not a lot of apologies or concern at her end. Shocking to me that a management company dealing with (I have to assume, primarily weekend bookings) wouldn't have a local person from 5pm Friday to 10am Monday..
The next morning I call to ask if the keys have been remedied and what time is someone meeting us (we have only 3 days in Sydney, family reunion, so this has already had a terrible impact on our trip) only to be told the code now works and I have to go pick it up. Annoyed, I went to pick it up and thankfully it works but the gentlemen at the store said 3 out of 4 people have issues..
I then spent 2 days arguing with MadeComfy to ensure that the cost of our first night hotel is 100% reimbursed (not just 30% they were offering) as well as the ubers getting around. As well as a refund of the first night in the airbnb. This is, in my opinion, the least they can do after the issues we had. Only once I engaged AIRBNB directly was I properly looked after. I'm still not completely satisfied but am letting it go. A note for the departure, they expected to have the keys returned to the lockbox which they agreed to not enforce. I don't think they understand how annoying and cumbersome it is to be en route to/from airport and have to pitstop to pick up/drop off keys. Not a well thought out plan at all.
The apartment itself is quaint and what we wanted. Loud (and I expect louder on weekend) but that's the nature of being so central. The location is fantastic and there is a cute rooftop. The furniture in the lounge/dining room is a bit odd, very large table (too large for the space or the amount of people), a HUGE tv but one tiny and rather uncomfortable seat to watch from. Other than that it was fine.