We are recurrent customers of Airbnb and this is the first time we have to leave a flat and request the platform to cancel the reservation. Just arrived, we find the entry procedure weird: We are not allowed to indicate this is a Airbnb reservation to obtain the keys, and even so we do not manage to get them, just to enter the flat that is apparently open. Amazing. And then, once in the flat, we discover a place that was clearly not cleaned and absolutely not conform to the description. Usually pretty flexible and understanding, we try to communicate with the flat owners, and do not get an answer until we indicate we are in communication with Airbnb to solve the issue. Indeed, we are right now in a dirty flat, without any way to go out because we do not have the keys, on the top of loosing hours of our time to solve the issue. A wonderful first day at Toronto for our holiday. In the end, it seems like the cleaning lady is right according to the owners: The flat was cleaned, even if we are in the flat at that time and took / sent pictures to prove the contrary. And no, making a bed does not mean cleaning a flat. There is clearly no way of understanding, so after solving the issue with the platform who also stated the same facts based on our pictures, we decide to leave the flat and to book somewhere else, which was the best decision we have made. To conclude: Avoid this one for your own sake and to save your holiday.