I would love to have rated this place well, but unfortunately the check in process was a disaster. I got confirmation of an 8-10am check in, but when I arrived a little after 8, the previous guest was still there. Matter of fact, I walked in on her. The host was unresponsive initially, but then after I got ahold of them, they claimed check in was at 4. After pointing out that I had confirmation of check in time in several places and sent screenshots, they continued to deflect and blamed air bnb for the mistake. They did not offer to discount or refund me. I even pointed out that I did manage to find a spot where their check in instructions do mention 3pm (even though there are still multiple places on the app that said 8-10 am check in) but they had still insisted it was a 4pm check in and that they’ve never allowed any earlier than that. They never took responsibility for the 8-10 am check in confirmations I had gotten earlier or acknowledged that there were still discrepancies on check in time - even if I’m to believe it was the app’s fault the check in times were messed up and not theirs, as they had claimed. I let them know if they refunded me, I’d just let it go and tried to resolve the issue with the host per the suggestions on air bnb’s help section. But instead the hosts said I had to contact support and ask air bnb for a refund. Well , I did and THEY got my refund. Support said they did try to contact the host and get them to issue the refund, but they did not answer. Honestly, taking some responsibility and offering solutions for a nice stay would have gone a long way. I’m in customer service and this is exactly how I would have handled it. Learn from this.