Completely and utterly unacceptable on how your company handled a situation we had. There was only 1 key and no note saying if you shut the door it automatically locks behind you. Situation....We obviously have kids and when we entered the property initially we went inside and put the key on the counter. A little later we were going downstairs to get some food and left the key on the counter as the private elevator goes to the room and no need to lock the door or bring the key. Unfortunately we had zero communication from your company the door locks when shut OR there was not another key at the concierge. I called the host and verbally on the phone I asked if they would approve a locksmith and she said YES. After the locksmith came and charged $200 I then ask to get reimbursed and then all of a sudden you won't. That is so unacceptable because some is too lazy or doesn't want to handle the issue and says yeah go ahead and get a locksmith to appease me and then doesn't pay for it is unbelievable to me.