Our experience with Karen was disappointing. While we enjoyed our stay in Austin, we encountered problems with the accommodations. Karen sent detailed information before the stay, but was not very responsive on the day of the stay. We arrived to a dirty unit, despite being told that a cleaning service would be there from 2-4pm the day of our arrival. It took a while to get a response call from Karen when we reached out about the issue, but me and my guests were concerned with sleeping in previous guests dirty linens and there were not enough towels for our party to shower with. After being assured by Karen that we would receive a refund for the cleaning fee when she did respond, 5 days later she replied to my resolution request with accusations of me lying when I provided documentation of the mess as well as threats that a lawyer would be in contact with me regarding my party's behavior. I defended that my party arrived to a dirty unit and had to do laundry on our vacation, but was still met with accusations. Finally, AirBNB stepped in upon my request and helped resolve to be compensated for the issues. Only after AirBNB got involved did Karen finally admit that she was in error and no cleaning service had been scheduled to clean after the previous guests. While she apologized and I understand that we all get busy sometimes, I feel that the situation was handled very poorly and was very undeserving of any guests.