Hello Andrea, Let me begin by saying I apologize for the processes not meeting your expectations, however, our check-in processes are within Airbnb guidelines and were e-mailed to you in your Arrival Pack (dated April 1st, 2016). The Airbnb booking requires the online process for Airbnb and booking the home- that does not cover our paperwork. We clearly explain our policies and procedures for every booking and require only the one visit to our Welcome Center during business hours to sign paper work and receive your Arrival Pack to the home. In the home you would then find a Welcome Kit which offers some limited complimentary hygiene and household items to start your trip. We do not advertise or provide hygiene products for your whole trip, the Welcome Kit is a courtesy we provide knowing that arrival can be hectic for our guests. When you arrived at our Welcome Center the sign in the window gave you the number to call in case you needed assistance with the instructions e-mailed to you previously and explained you would first receive recorded prompts, that would then lead you to a live person, who you did in fact speak to. She helped you arrive to the home and explained you would need to return the next day to sign our paperwork. When they attempted to call you when you didn't arrive you were given an extra day as a courtesy to complete this step (that is clearly explained in the arrival pack e-mailed to you on the first of April) then explained to you by our team upon your arrival. Our longstanding affiliation with Disney is one of the reasons we strive for excellence daily and we are sure to provide each guest with as much preparation as possible before arrival to make each transition and stay as smooth as possible- as we did in this case. Again we are sorry that there seemed to have been some sort of gap in communication or understanding but, we do try to provide each guest with an excellent experience and always prepare them for the necessary one-time trip to the Welcome Center. Please feel free to contact us directly with any further questions or concerns you may have and enjoy the rest of your summer!