Juan was very kind to accept our booking on such short notice and amenable to our request for a discounted rate. Juan was quick with correspondence at this time & he informed us a late check-in would be necessary to allow the cleaners to prepare the property. We arrived in the evening as directed to retrieve the keys from the cleaners and left our bags in the foyer before strolling the neighbourhood to allow the cleaners additional time which was totally understandable due to our last minute booking. Upon returning to the house and entering beyond the front door we found a property that was not representative of the online photos, but more disturbingly, dirty and unsanitary. The floors had not been swept or vacuumed, the bed linens, couch covers, and curtains had large visible stains, the bathrooms contained hair and debris on the surfaces, and in the pool area there were dog feces. We immediately contacted Juan as we were absolutely uncomfortable residing in such unsanitary conditions and it was honestly a safety concern. Spanish is not my first language and correspondence with Juan was conducted in Spanish, so perhaps some of what transpired could be due to translation issues. As it was getting to be late in the evening and my elderly mother was exhausted after her transatlantic flight we thought it best to return home (we had rented the property as our home was under renovation and we thought this would be a more comfortable option) and requested a refund in full from Juan. He became sporadic with his correspondence; however, he eventually arrived at the house with a cleaner and a colleague. We reiterated that it was unreasonable to remain in such unsanitary conditions and after a walkthrough of the property Juan agreed to a refund in full. It is necessary to note that he was visibly irritated throughout the walkthrough and kept repeating that we had received a discounted rate. The only conclusion we were able to draw from this repeated statement is that since he didn’t receive his peak rate for the property we were suppose to reside in the filthy property. Nevertheless we returned home and the following morning I sent a good morning message to Juan and kindly asked him to process our refund as agreed. This message along with subsequent messages went ignored. Eventually I contacted Airbnb support and they immediately refunded our stay in full upon reviewing my explanation and attached pictures. A note on the property itself, the listing photos of the house were taken when the house was recently built and contained new furnishings. It is a large property that has seen many renters over the years without receiving the required renovations, replacement furnishings & linens, a fresh coat of paint, etc. Despite the unsanitary conditions we encountered, the house is just tired. With the necessary attention and care it could be a lovely accommodation once again. A final comment, as a relatively frequent renter of Airbnb properties I have experienced few previous issues and it was reassuring to know that the Airbnb support team is prompt to address such major problems when required.