We booked a flat than the backoffice contacted us to change to another flat because the flat we booked was with guests, we accepted. When we arrived our (new) flat we saw a discusting mess: garbage, pizza boxes, dirty floor, dirty bed, cigar ashes all over the place, cigar strong smell... we immediately contacted back office and they say it will be impossible to get a new flat... I dont know if the flat still had guests or not. Than the back office told us to wait 30 minutes for the "cleaning lady" to.clean everything, it was 11.30pm, we needed a.place to stay and I am sure it would be impossible to clean that mess in 30 minutes neiyher the cigar smell everywhere. This makes me clear of the level of cleaness of this flats. Anyway, the backoffice just refund us and left us in middle of the night without a place to stay... worst AirBnb experience I had with a very unhelpful and rude backoffice.