we arrived at the loft to check in at 5:15 PM after our six hour drive and tried the lockbox code listed in the host’s check-in instructions with no success. we tried the code ten more times before i messaged the host through the airbnb app and called/texted his phone number. we waited on the property for a response for about 30 minutes before we had to leave and find somewhere to get food and use the bathroom after our long drive. at 8:30 PM, with no response from the host, we decided to reach out to airbnb’s customer support to see if they could help us out. at 9:15 PM, i got a response from the host with the correct code. my boyfriend spoke to the host on the phone and asked for a refund for the night because we were getting into the loft at 10 PM - five hours after we originally arrived. the host offered a refund and apologized, but we have not had any contact with him since then and no refund has been issued. once we were in the loft later that night, i checked the bed sheets after reading reviews that said they weren’t fresh. there was hair on the pillows and sheets from the previous guests, but luckily there was an extra set of new bed sheets that we were able to put on the bed. as the other reviews mention, most of the things in the kitchen had to be cleaned before we used them because they had leftover food on them. the cleaning fee we paid while booking this place seems useless considering we had to do almost all of the cleaning ourselves. on our second day at the loft, we were eating lunch when we heard someone trying to open the front door. my boyfriend opened the door to see who it was and a woman walked into the loft, without saying anything, and looked around like she was trying to find something. she then asked us if we were the “right people” to which we responded no. she seemed unfazed by our visible confusion and eventually left. ultimately, the check-in experience alone was enough for us not to recommend staying here. however, if you’re willing to take that risk, the loft is in a nice quiet location and is a relatively inexpensive place to sleep in Santa Cruz - just make sure you change the sheets first.