My mom and I requested a refund after arriving because unfortunately the place was not as clean as we would have hoped. Juan was very willing to accept our request and understanding, which we really appreciated. Apartment itself seemed it would be fine if cleaner + free of bugs (we found and killed tons of mosquitoes / roaches), and Juan is a very kind host who was willing to let us leave our luggage after checkout if necessary. Seemed like an unfortunate one-off incident for us, but glad it was resolved well.