Greetings,
I am writing to you after a terrible experience we have had using your service.
I travel about 3 times a year for work and pleasure, and I use your service almost exclusively, assuming I can blindly trust the information posted on AirBNB- in no other situation would I have ever risked my vacation o business trip dealing with apartment owners.
Imagine my very unpleasant surprise, to follow an airBNB published “apartment with a terrace” in Rome, and find myself in an unfinished room (if you can call a space that small and badly planned a room), with broken unusable bed and an improvised bathroom for which I have paid for in advance for 2 nights, and had no way to back off from.
Due to our late arrival in Rome on the 29th of may 2019, we had no other option but to try and pass the first night in these unacceptable conditions- needless to say neither of us could shut an eye. The next morning, tired and with our first day of the trip completely ruined, we had to search for a hotel – and found one two blocks away, much cheaper and it would be an insult to even try and compare the two.
We took two apartments in Rome based on the good experience we had from last year. The two apartments we booked were located close to the city center. To enter one apartment one had to pass through the hallway of the second. One apartment can only be described as acceptable, where the other does not deserve the title apartment.
We were offered a third-floor apartment with a full bathroom and a terrace, we have received the below:
1.	a fifth floor apartment (no elevator in the building), accessed through a third floor apartment plus two more flights of stairs.
2.	The “shower” was actually a tiny space closed with a curtain. So small, one can barely move or turn in it, surely not without having the curtain stick to the back, the valve was located outside of the shower area, forcing the user to reach out a hand to be able to handle it. Water was leaking all over the place and using the sink meant leaning over the toilette seat.
3.	The stairs to the upper floor were so narrow, the space cannot contain a person with his luggage at the same time- forcing two people to push and pull the luggage from both sides in order to get it in the room, all that absurdity after already climbing about 80 stairs to the first apt.
4.	The advertisement on your website shows a nice first floor garden, even though the description says third floor apartment with a terrace. Very understandable considering they would have found no buyers posting photos of the actual living space.
5.	The apartment has no reasonable kitchen.
6.	The apartment is located behind five!! (5) doors: a door to the street, an Iron gate, a “bomb shelter“ door, another old door and finally the wooden door to the room, each one has a giant key- the set of keys was unbelievably gigantic and uncomfortable to carry.
I feel scammed, frustrated and angry. Trusting the system and relyable airBNB service has cost me one sleepless night and a double payment for the other night.
I demand some answer to this terrible experience.