We arrived with instructions to retrieve the front door key from a lock box. We opened the lock box only to find it was empty. We called our host numerous times, emailed and texted. We never got a response. We tried to contact hotels.com with no success. We finally were able to speak to someone at The Evolve Team, which is the company that manages this vacation rental. After numerous calls back and forth they agreed to cancel our booking and begin the process for refunding our money in full. I spoke to three different women there: Deborah, Darline, and Charlene. All worked very hard to find a solution, especially Darline who was actually on her wait out to celebrate the New Year. She graciously worked to resolve my problem to satisfaction before getting off the phone with me. We were standing outside in the cold for the better part of two hours, after traveling for hours. It is very infuriating that the host never bothered to contact us, even as of now. It was a very frustrating and disappointing experience, but the Evolve Team does have some dedicated and professional employees who minimized my stress.