Stylish Modern Apartment with Huge Terrace in Central Location

Title: Locked Out in Heavy Rain - Then Charged for Their Error We stayed at this Richmond property and were unable to access the apartment due to a non-functional lockbox code provided in writing by the host. The code supplied did not open the lockbox. Multiple attempts were made, and two independent passers-by also tried and confirmed the code was not working. After waiting 1 hour and 45 minutes in heavy rain, a staff member was sent. He used a different code, then reprogrammed the lockbox on the spot before allowing entry. Despite this, we were later charged a $150 call-out fee, with management claiming the original code was correct and relying on a video recorded after the lock had been altered as “proof.” Our requests for a refund were denied. This was not a guest error. It was a failure to provide basic access — followed by an unreasonable charge and refusal to take responsibility. I strongly recommend future guests confirm access arrangements in advance and be cautious if issues arise, as responsibility may be shifted to the guest regardless of circumstances.