Response from Chris:
Apologies to Mary for the dirty linens. There were issues with the maids not coming at the proper time. Those issues have been resolved and the maids have been on time since. The maids arrived at the apartment the next day so I gave Mary the first night free.
Mary wasn't able to contact me because I was out of the country. I had sent an email a few days prior giving her the correct contact info to reach me at. I responded right away when I saw that Airbnb contacted me.