Hello Afnan, we are sorry to hear that your vacation got off to a bad start due to your flight being delayed/cancelled causing you to miss two nights of your stay. Our arrival pack fully explains all the details of our check-in process, where to pick up keys after hours, which are emailed to the email account provided by AirBnB, unfortunately we are not passed your personal email so all correspondence has to go through the email provided via the booking agent, we wish they would provided personal details to make the process smoother, unfortunately this is not there process. I sorry you felt you should have been given some kind of refund due to the fact that you missed your check-in due to the airline delays, homeowners block the home in good faith for your personal use, sometimes months before arrival, I understand your frustration but I don't see where the host is a fault. We are glad you eventually had a great experience in one of our homes, we hope your delay does not stop you trying us again. VillaDirect offers returning guest discounts please call if you are visiting again in the future and we will make sure your check-in is a great experience.