When we arrived at Jake and Charlotte's place, it appeared that it hadn't been cleaned from the last people who stayed. There was hair on the floor in the shower, a sock on the floor in the kitchen, dust/hair on the nightstands, several empty travel size shampoo/conditioner bottles lying on the shelf in the bathroom and there wasn't toilet paper. We messaged Jake and Charlotte and they immediately responded, apologized and brought over toilet paper. They also offered to clean the apartment. We were just staying a quick night since we were leaving for a flight early in the morning, so we told them that wasn't necessary. They refunded our cleaning fee. We appreciated their prompt response and the refund. We had a feeling based on the previous reviews that this wasn't a normal guest experience and most people have had a great experience. There must have been an issue with the cleaning service.