This is my very first time I had a bad experience on this app and I have to give 1 star. When I arrived at the apartment I self checked-in and I found the apartment full of dust on several surfaces (bathroom's heater where you hang towels, lamps, intercom, under the kitchen table, etc). I found hairs in the bathroom, on the bed, inside the pillow case and in the closet. One of the bed pillow had a huge yellow stain on it (I don't know if it was sweat, vomit or other fluid) and when I turned the AC on I found there was also dust hanging from its wing. So, out of curiosity, I opened it and found the filters to be covered by so much dust that the filter itself wasn't visible. I think it was never been cleaned. So, once I found all of this, I contacted the host and he arrived at the apartment. When he got there, I explained to him that I doubted the place had been cleaned because of all the reasons above and he kept gaslighting me telling me "some hairs, here and there, are normal. It can happen when you clean!" and "the lady cleaned the room, some dust is normal because dust is in the air! Maybe you brought the dust in with you luggage". When I showed him the pillow with the huge yellow stain, after seeing it, he did not apologize and he told me "we DO NOT wash pillows. We don't have professional machines to do it. We only replace the pillow cases with new ones". And I told him that it's not normal to keep pillows in such bad conditions but he kept on telling me that they don't clean it. And, cherry on the cake, after I showed him the AC unit full of dust, he replied "what? Why? Do you clean the AC at your house?? Who does it? You are asking for a four season hotel cleaning". I was shocked. I don't know if he was serious or not. I only asked for the apartment to be decently clean, especially in this covid-19 period! After that, I told him that I wouldn't have stayed there if the apartment wasn't clean so he agreed to send the cleaning lady again to clean. So he told me and my friend we had to leave the apartment for a couple of hours to let her clean "again". So we had to be left outside for more than 2 hours for them to do what they should have been done before we arrived there. During the cleaning process he also replaced the pillows with brand new ones because, after I kept on complaining, he told me that "when the pillows are in these very bad conditions we replace them with new ones". Then why you didn't apologize and told me in the first place when you saw it? He hoped I could get over it. So, after 2.5hr left outside we came back to find a clean apartment but that ruined our first day in Madrid. The thing that I hated the most is that he tried to make me feel like I was the crazy one to claim a clean apartment! Worst experience ever. And I also cannot believe other guests reviewed the place as "extremely clean" "perfectly clean" "spotless". Where do y'all live?