I will start off by saying that we never actually ended up staying at this air bnb, so we can't attest to the cleanliness, but didn't want to leave poor marks for something we couldn't speak to. Our main issue was that we couldn't access the unit. We followed the instructions sent to us and retrieved the key, tried to punch in the code given, and the lights just kept flashing and wouldn't let us in. We also tried the instructions listed on their Air BnB instruction page, which we were later told were outdated and inaccurate. Our flight had been delayed for several hours for some unknown reason, and so we arrived around 2am at the Air BnB. The entrance was through an alley, and had it been daylight in a city we were familiar with, we might have felt safer, but we had never been to Denver, were two petite women in a dark alley at night, in a pretty lively area and felt pretty unsafe, as we heard several men, drunkenly yelling nearby, and we felt a bit like sitting ducks. We tried to call the host, and understandably they did not answer because it was 2am, and I wouldn't have answered either, but we also could not keep trying the door. We had tried for probably about 20 minutes. Then we decided to get back into our car and find a hotel, because we were tired, and needed a safe place to sleep and gone are the days where I am willing to sleep in a car. Our main problem, was mostly in the communication, both in terms of the incongruence between their instructions on the Air BnB site and those they sent us (both of which did not work for us to be able to get through the gate and into the unit), and also the communication afterward where we were trying to communicate to the hosts what had happened and that we had found a hotel because we didn't feel safe. Tina was pretty defensive, and kept telling us to not attack her, which was confusing, because at no point did we discuss her character, call her names, or anything. We merely told her that we did try all of the ways listed to get into the unit and none of them worked and that we felt the communication should be more clear and the unit should have a working functional lock. Instead of hearing us, she told us that her husband/partner was able to open it just fine, which I am sure he was because he owns the apartment and had daylight on his side. So we kept asserting ourselves and said unfortunately we weren't able to access the unit, and on and on it went. I do feel that if something like this happens, the appropriate thing is to just apologize, refund the money, and let it go, but for whatever reason, the host was not willing to do that and sort of shifted the blame to us. We are two individuals who use Air BnB a lot and have never had a problem before with any of our lodgings or communication with hosts, so this was a bit shocking and unexpected. I'd like to give the host the benefit of the doubt. Perhaps they were having a bad day. But regardless, in this type of situation, we were the customer, and felt like Tina was defensive, rude, argumentative, and not hearing us in any way. I do hope that Tina can make sure the lock is functioning properly in the future and also that they clarify their instructions on their page so that it is not confusing to future tenants.