This is a really unfortunate event. I went to a wedding in the UK & left clear instructions with all SIX arrivals that day to contact my housekeeper Jayne, on an alternative telephone number. Initially, Jagg did NOT ring Jayne - they rang myself & I was out of signal in the UK, even though we had given them the alternative telephone number. I eventually got a few messages through & spoke with them, again, advising them to telephone Jaynr. ALL arrivals managed to contact Jayne & are in their apartments enjoying their holidays - except Jagg - who claimed that Jayne did not answer her telephone. However, Jayne was sitting outside the reception area of Garden City for 2 HOURS waiting for this client & they never contacted her. Reception vouch that nobody entered asking for help either? WE believe that they probably were at the WRONG complex but as I was outside reach unfortunately, I could't establish this & it appears that Airbnb did NOT ask them where they were exactly.
AS you can see from our previous reviews, this is an anomaly.