We arrived exhausted at the end of a long day and the room had not been cleaned from the previous occupants. We tried to reach the host repeatedly and got no response. Called customer service who was similarly unable to reach her. We went to dinner unsure whether we even had a place to stay that night. Fortunately, about 2 hours after our initial attempt to reach her, the host contacted me, apologetic and said that there had been a miscommunication and she got the place cleaned. It would have been much less stressful had she gotten back to us sooner. Additionally, there is a big step down when you go through the door and no warning about it, so I stumbled badly and nearly fell. The place was fine once it got cleaned, but our overall experience was pretty stressful.