Upon arrival, we were unable to check in/enter the property due to a missing lock box that was supposed to contain our key. We called the property's support phone number and waited for someone to answer. When someone called us back they had to figure out what was happening and then see what they could do about the situation. The customer service advocate we spoke with said that the key/lockbox for the apartment We were staying at seemed to be missing. If this was known, it should have been communicated to us before check in. We had already been presented with separate check in instructions because the unit we originally booked flooded. We were eventually provided with the option to switch to another property owned by the same company that we were able to walk to. Between entering the lobby and receiving a resolution, we waited in the lobby for around an hour, a long time to wait when we were in town for a show that started at a specific time. The property we were switched to was nice and looked very comparable to what we had booked with many similar amenities, however it was a studio with a queen bed instead of a 1 bedroom with a king bed. The property itself was comfortable for the time we were there, however the check in experience was stressful and while we were left standing there with our luggage waiting for a callback, we started to debate just booking another property. I won't be staying here again for that reason alone.