Upon arrival at our vacation home, we had waited outside for 35 mins because they had not changed the code to our customized access code, with no phone number to call, i messaged them on the airbnb website and got a reply an hour and a half later. Luckily one of our people found a number and they said it was a “maintenance issue” and gave us another random code (a different one than given in the first place) to open the door to our rental. The beds are all hard as a rock, no one slept well. The pool area is dirty and under construction. The house was spacious and they did offer a lot to do within the house (games, grill, hot tub..) but upon departing we had left our large bluetooth speaker, and i had reached out about it the next day, and they couldn’t give me an update for 2 days of housekeeping found it or not. So i call on the 3rd day asking again, and they had sent me a picture of it, and said i needed to purchase a UPS return label for it to be picked up at their office AND THEY STILL HAVE NOT RETURNED IT (we departed on 7/30, and it’s 8/7). There’s no way it takes 8 days to return an item to a customer that was left behind. I had called the office and asked if i could talk to the house keeping people myself, and they said i wasn’t allowed to do that, and the girl had a nasty attitude, so I had asked for her manager, and they promised me to keep me updated, and I still have not received any type of emails or phone calls regarding this return. Customer service is 0/10. God forbid you leave anything behind or have any issues because they will not communicate with you.