my friends and i arrived to the house after we landed at LAX. When we got to the house, we tried to look for the key (which was supposed to be under the mat outside the door) and there was nothing underneath. So then we called the number on the listing to look for Susan and someone else picked up. That lady is named Alexandria, she informed us that "Susan is traveling for a funeral and she canceled the airbnb reservation yesterday after informing AirBnb to give you guys a full refund". The whole time, she sounded apologetic and kept on sending us listings because she says we should look for a new place that night. After standing outside of thee house for over an hour, we decided to call the Airbnb hotline. Apparently, based on airbnb, the reservation was never cancelled and that Susan never informed them about the situation. They then helped us find a place for that night because Alexandria stopped responding. At the end, Alexandria told us: "you guys cant go into the house today because we havent cleaned the house, Susan usually requests for a cleaning lady to come before 2, but there is non available right now. I am doing everything I can to help". Then we were like why cant she just come, open the door for us so we could drop our luggages off and then clean the apartment. Alexandria was complaining about how she would have to clean everything herself. We offered to help her clean if shes willing to reduce the cleaning fee yet till this day, she never responded. This host and the middle man were both unprofessional. This is my first time booking an Airbnb in LA and it is the worst experience yet. We had to book another place for the week and had to pay more than our budget. I do not recommend this place to anyone regard of all of the good reviews