We arrived on what was supposed to be a relaxing night in the hot tub, but we walked in to find a basket full of wet and unwashed sheets and towels on the bed. The entire house hadn’t been cleaned. I tried to contact the host through email, the Airbnb app and phone. Eventually I got a general manager that answered who had to give me the direct number to the manager of the property.
I was then told that the cleaner could not come until the next morning. There were no extra sheets to replace the dirty ones. It was left at that until I asked the property manager to bring us sheets and towels. She very gratuitously drove all the way to Hilo and back to get us some, which was very nice.
I was refunded $150, $100 of that being the cleaning fee. I paid almost $1000 for three nights in this place and one of them was wasted trying to fix this situation and ask for help.