I am so sorry that Allie and her party did not feel able to continue their holiday in Ilfracombe. It ended up being a sunny week and the sea front and town looked great for the new season!
We have not had issues with collecting keys from the shop before and apologise for this. We will address the issue of collecting keys from the shop by having an on-site key safe in future, and also will only allow guests to collect the keys. However, we do advertise guests are checked in by 10pm (which is fairly generous for Air BnB). Allie and her party decided to arrive at 1am in the middle of the night and this did present its challenges, having sent a friend to collect the keys at 10pm from the shop. Usually guests go into the apartment immediately and therefore problems are identified straight away rather than late in the night.
Air BnB investigated the case and found that we had done all we could and they did not support a refund in this instance. Allie and her party didn't work with us to resolve these issues, had well-used the apartment, eaten the complimentary offerings, and left it in poor condition (photos were supplied to Air BnB) and hence we incurred costs in putting this right. Furthermore, Air BnB ruled that check-in issues aside, there was little reason to cancel the rest of the holiday.
Unfortunately, this was one of those rare negative Air BnB experiences for both of us. Again, we regret that this has happened.