We regret your experience wasn't what you expected, and are therefore surprised and puzzled by your review. We work hard to make sure our guests have an exceptionally good stay with us. Prior to your move-out, our last communication was on July 24, at which time you thanked us for responding to your requests and, ironically, apologized for taking a week to reply to an email from us.
As to your specific concerns:
Check-In: We did indeed believe (mistakenly) you were arriving on July 11. However, a review of our texts shows that when you contacted us on the 10th, we clearly said the unit was clean and ready. The only loose end was that we wanted to deliver one spare set of new bed linens. In short, a minor misunderstanding on our part which didn't - or shouldn't - have had any impact on your check-in.
Advertising: In a July 15 email (five days after checking in), you said the unit didn't seem to match the listing. We immediately reviewed the listing and added some detail, including some new photos, but the listing accurately depicted what the property is - a renovated, well maintained Victorian boarding house updated with modern amenities. The multi-unit layout of the property, its history and its amenities were also described in detail in an AirBnB message on June 2, before you booked and over a month before checking in.
Cleanliness: In your July 15 email, you asked for a wastebasket (in response to my email asking if there was anything you wanted or needed), and also mentioned the unit wasn't as clean as you expected. In a phone conversation with your wife, she specified that there was dust under the bed. Besides providing the wastebasket the next day, our crew did indeed return to the unit as soon as their sschedule allowed and carefully swept and wet-mopped the bedroom floor, including under the bed. That said, I was personally present during the original cleaning and, as always, inspected the unit afterwards, and I'm confident that (but for the dust under the bed), the unit was as fresh and clean as reasonably possible when I left the keys. I should add that the towels, bed linens, etc. were - as always - clean and newly laundered.
All details aside, we sincerely regret that you feel our rental didn't meet your expectations. We stand by the quality of our properties and our service standards, but also take every comment seriously, and yours have prompted us to redouble our efforts to provide the best possible guest care and a pleasant experience while in Palo Alto. We wish you both well, and hope for the best experiences for you in the future.