After a long and exhausting trip from overseas, we checked in and were disappointed to discover that the unit being split between floor 1 (kitchen, exterior bbq area) and floor 3 (bedrooms), Floor 2 was a separate unit overlooking what is described as "a private outdoor entertaining area …. Fire up the BBQ, pour a glass of wine and take in the breathtaking views of the Remarkables mountain range” We contacted Melanie to voice our disappointment: “Hi Melanie. Just checked in today. Several disappointments. 1. The apartment is split between floor 1 and floor 3. Floor 2 is rented to another party which has direct view over our terrace. This very important point is not mentioned in your description and we will report this to Airbnb as we would have never rented this place had we known this. 2. We tried to cook our dinner on the BBQ grill. It fires up but the flame does not hold. So we had no other choice than to cook our BBQ in the kitchen.... I request that this problem be fixed asap. Let me know when.” ABOUT THE WRONG DESCRIPTION OF PROPERTY: ------------------------------------------------------------------ About the fact that the bbq area was indeed not “Private” as per her description and she replied: “There is nothing we can do regarding the layout of the property. If you feel that strongly, and wish to check out we will refund the nights that you do not stay.” Imagine our frame of mind when we read her reply, after a long and tiring trip and having to look for a new property when you have planned your vacation several months before and have limited time to spend in Queenstown…. So we felt trapped and told her that we disliked such reply and also replied: “Yes you can do something about the layout of this property: you must describe it properly in your Airbnb presentation which is not the case. We just landed from overseas after a long flight. We do not appreciate your comments about us wishing to check out after checking in today “ “I therefore maintain that your description does not reflect the truth. FYI we have decided not to rent another unit that had the same problem because their description specifically stated that the 3 level bldg would be shared between 2 tenants just like this one. So we did not confirm our booking to finally end up in the same situation.” ABOUT THE BBQ NOT WORKING ------------------------------------------- Melanie’s reply about the BBQ: “In relation to the BBQ, we are not sure why it is not working for you. We will come by tomorrow and look at it for you to see why the flame is extinguishing, given there is a full gas bottle.” We called her several times over the course of 2 days but she did not reply our calls. We left several messages on her voicemail, sent her text messages and sent her messages through the Airbnb messaging system. She never...