Host Services Group is a rip-off. I booked a 5-night stay with this company in Toronto. I was sent "instructions" on how to check in. I was asked to use a code to unlock the lock box that was located on a bicycle on a street in the terrible cold. I did everything as directed, the lock box was frozen and the keys were not all responding. I tried several times, and asked someone to help, until my fingers were almost frozen. At this point I decided to call them. A super rude staff of the HOST SERVICES GROUP insisted I had to go back to the lockbox, take a picture and send to them. I was shocked! She said needed to see the lock box that I was referring to. This staff stated that if I couldnt open the lockbox it's my problem and that they dont refund and will not send anyone to assist. I was really shocked. I didnt understand why I wouldn't be able to access the service that I have fully paid for. I asked her to send someone to help retrieve the key since their office is in the same downtown Toronto. If a client had issues in the apartment unit, would they not go over to fix it or help?. She said they wouldnt and in my current situation, I would have to unlock the lockbox or forget about it. I was extremely tired and cold after over an hour outside under -5 degrees. I booked another hotel that night and called hotels.com the following day. They lied, stating that I "refused to follow instructions" TERRIBLE RIP OFF. They didnt refund!! STAY AWAY!!!