This was a very strange experience - we arrived at the Airbnb and it had not been cleaned, the bed was disheveled, towels were dirty and the dishes were not clean. I reached out to Paula to ask what was going on and she was extremely apologetic and immediately tried to find a solution - she mentioned that with all of their Airbnbs they had made a mistake and messed up when our Airbnb needed to be cleaned. She ended up putting us into a different apartment within the same building - a much smaller space with a tiny bed. Paula ended up refunding us some of our money after we asked. I think it is likely that this was a one off mistake and will unlikely happen to other guests in the future. We were grateful to be able to easily communicate with paula while all of this was going on.