Arrived with family in the early evening and Kathleen's place had not been cleaned or 'turned-around' since the previous guest had left. No clean towels or linen, or toilet paper etc. and place need cleaning. This was not Kathleen's fault and she did everything she could to rectify the situation. Subsequently the cleaning/management company 'Pass the Keys' had failed to do its job and let both Kathleen and I down. I ended up staying in a hotel for the first night, at considerable expense. Kathleen did everything she could to fix this but sadly at that time of the evening Pass the Key could not show up - nightmare start to the trip. By 3in the afternoon the next Kathleene's place was ready to move in. Once in the property our stay was very nice. Kathleen even drove from her home over an hour away to leave a gift at the apartment which was a really nice gesture. The main observation I have from this experience is that when problems arise like this, Air BnB took over 2 hours to reply to my calls (and even then didn't follow-up as promised) and the cleaning company "Pass the Key' that serves as an intermediary between Air BnB and the owner were absolutely dreadful. It appears to me that there are three layers of complexity and responsibility/accountability here. We were unfortunate I think and these problems were outside the owners control. We really enjoyed the stay at Kathleen's place once we were able to move-in and Kathleen and her husband did everything in their power to rectify the predicament. However, I'm not sure that I'll use Air BnB again after my experience with 'Pass the Keys' and Air BnB's poor handling of the situation.