We had booked in for 4 of us to stay - my partner and I and our two friends. We were told to check in after 3 pm. Around 3:40 we received a phone call from our friends who had travelled from New Plymouth to Hamilton. They went into the unit and there were dishes in the sink, dirty towels on the floor, and the beds had been slept in and were still unmade. I called Shelley who already knew about the untidy unit - someone had checked in late and the cleaners hadn't turned up on Friday morning to clean the unit. She asked if we could leave for an hour or two while she organised another cleaner to come in. I said that it was fine but could we be discounted for the inconvenience as we were all travelling a few hours to stay in Hamilton for the weekend. She giggled over the phone and said that having an Airbnb is a hard business to be in and asked that we let her organise the cleaner and then she will call us back. Our friends had left for about 20 minutes and waited down the road for my phone call. After seeing the cleaners leave and waiting another 10-20 minutes, our friends called and asked if they should just go back to the unit so they did. Everything had been cleaned which made us feel easier however, I texted Shirley to let her know that our friends were back in the unit but it would have been nicer for her to notify us. I also asked if she could confirm whether or not we were able to receive the partial refund. She responded and said - it's cleaned now, cleaners just notified us, and instead of a refund, would we want a late check out instead as they felt this was worth more than a partial refund. After going back and forth, we accepted the late check out and left it at that. During friday night, we noticed one of the duvet's were still dirty so we used one of our own blankets for the weekend. Apart from that, we enjoyed our stay and before we checked out on Sunday, we stripped both the beds, took our rubbish out, sorted our recycling and cleaned up the main dining area and lounge. We left everything tidy and ready for the cleaners to clean. Although we enjoyed our stay, we were disappointed with the lack of remorse and communication and we would have loved to have either started our weekend with a clean unit or had been reinbursed for the inconvenience.