When I made this reservation I noticed that the check-in said between 4-6PM, so I made sure to contact Bill and ask for a 4PM check in because my boyfriend and I had a dinner to get to at 6:00. However we arrived late into unit at 4:38 and it was completely dirty. The bed unmade, dirty towels in the bathroom, hair in the shower and used kitchenware on the table. I reached out to Bill immediately who took about 45 minutes to respond saying "I'm sorry, the cleaning service must have forgotten." He was apologetic and told us he would get us a refund, however when I requested the refund he completely stopped responding. Therefore I had to reach out to Airbnb for them to intervene. Unfortunately their policy is to reach out to the host first to see if he would respond in a timely manner, which he didn't. Therefore it took about 24 hours for us to get our refund, which wouldn't have been a big deal if we hadn't had to put down twice as much money to get a hotel at the very last minute. Overall, very unprofessional and terrible experience.