I booked John's place from Thur-Sunday for my family who was coming into town for my wedding. Check In time was 5pm. I met my family at the property a little after five and the combination for lock didn't work. I called John and he was very polite and worked for a few minutes to reset the lock over the phone. Once we gained access to the property it was immediately apparent that it had not been cleaned. There was trash on the floor and in the sink and none of the beds were made. I called John and he said that the cleaners must not have come and he would send them over right away. This was a massive inconvenience as we had dinner plans that evening and my family, who had arrived from out of town, had no place to shower and get ready. I asked John what compensation there would be for this inconvenience and he responded he would waive the cleaning fee. I expressed to him that this was not enough of a compensation. I was paying $1000 a night for the property and it not ready at the check in time. I expressed I wanted to cancel, and his response was "You are more than welcome to cancel your reservation. Please note you will forfeit 50% of your reservation. We are on our way and will be there very shortly. It will take us 2 hours." I called AirBnB and they got involved and refunded my entire fee. Airbnb was incredibly professional and helpful in solving the situation.