Check in time is 3-5 p.m. and this has been corrected in the Airbnb listing. (You can arrive after these hours with a lock box too, but this must be arranged in advance.)
The security deposit is not "undisclosed". However, it is not actually collected through Airbnb, but is more of a hold on the card, or a warning that it could be charged. My first Airbnb-er told me that she liked to see this security deposit amount on her lease. Erin had a different opinion - did not want to see it, and was confused by it. I am going to remove it from the Don Martin Realty rental paperwork in the future, taking Erin's criticism of this into account. I don't want to confuse anyone with it and that is what happened here.
The office staff has been reprimanded for the handling of this check in. Although the Don Martin Realty office is responsible for moving renters in and out, I am available too. Vacation rental office hours should not be set in stone and servicing the customer must be first and foremost. I will make sure to let all tenants know that if my office can't help or can't be reached, that I am always here to help as well.
Thank you again Erin for all your helpful advice!
Diane Herman, Don Martin Realty/Don Martin Vacation Rentals