This review is very difficult for me as I always try to look for the good and try to be positive and understanding, but I’m also going to mention things as suggested by Airbnb customer support. We had to book a last this minute stay because our other reservations were messed up. We were able to book and communicate with the host pretty fast. He asked us when we were going to arrive, we told him 20 mins and he said great, drive safe. We were able to find the area, but had a hard time finding apartment. Once we did, we were met by 2 people rushing to clean. We were not told that the place was not ready so it was a surprise to us. They kept apologizing, I was trying to be understanding, but it was difficult with the heat, our kids and the drive we just made from out of state. After 25 mins of waiting they left. We then noticed the strong odor of cigarettes and the cleaning was definitely rushed and not complete. Dust, dead bugs, and someone else’s hairs everywhere. I spoke to R late that night and he knew about the odor, blamed it on the neighbors, and it was our fault they didn’t have time to clean properly. Our kids coughed the whole night and hardly slept. We checked out the next morning and went somewhere else. I was in contact with Airbnb customer support from Saturday evening through Monday about our stay. I was granted the cancellation and full refund because (from what I was told) the host violated guidelines and they were not responding to Airbnb’s attempts to contact them to get their side of the situation. So, customer support accessed my messages and read the conversation between me and the host. They were dishonest about “not hearing from customer support” as Airbnb told me they have made server also attempts to contact them. I even asked the host to call them to help out and I kept being told no or brushed off. I’ve never had an experience like this before. I’m grateful that Airbnb’s customer support was more than will to assist me and help with this major headache. Others may definitely not experience this with the same host, but it was strongly suggested by customer support that I tell my experience.