Vanessa and the other guests were still asleep when manager & cleaner arrived after check-out time. Vanessa had made no attempt to vacate or request a late check-out. After requesting that the guests vacate the manager & cleaner left the apartment and cleaning was postponed until 11:30. Situation was entirely the fault of Vanessa and her version of events is distorted. I referred the matter to Airbnb administration who found no fault with our dealing with the situation.