I don’t even know where to begin. Firstly, do not book this air BnB stay. The service that me and my friends were provided was absolutely disgusting. The only positive was the concierge who was trying his best to help us. So me and my three friends booked this apartment from Friday 5th November to Sunday 7th November for my 25th birthday. When booking the stay I contacted Rosetta about the facilities- swimming pool and jacuzzi to which she advised that the use of the facilities were included in the price- at no point did she mention that the facilities were not in use and had we known we would have never booked this stay as it was the facilities that made the property stand out. After a 5 hour drive from London my friends and I arrived at 9:30pm to be told that there had been a miscommunication and that they did not know what apartment we were in. I got an email stating it was apartment 701 however once given the keys, we went to the apartment to find there were already people in that flat. After an hour or trying to get through to Rosetta- her contact number on Airbnb doesn’t work btw and getting nowhere the receptionist advised that they may have one room available however it hadn’t been cleaned. I went to inspect the property and soon realised it was a complete down ground from the apartment I had booked. There was no sofa bed as advertised and the sofa was half the size as the one in the picture. The mirror in one of the bedrooms was completed smashed. The sofa also has fag burns in it. One bathroom had hair all over the floor and stains but out of desperation we had no other choice but to take the only apartment left. Having spoken to one of the managers he informed me he would get emergency cleaners in however we would have to wait another hour and half as by this point it was 10:30pm. The cleaners came and we had to wait till gone midnight for us to be able to access the apartment meaning we were unable to make our dinner reservation on the Friday night which I paid a £50 deposit for. Our plans on Saturday were based around being able to use the pool therefore we were stuck with having to pay more money to find something to do, or just stay in the apartment until later on the evening. I wish to note that even after the cleaners came the bathroom stains were still there and I have also got BED BUG BITES on my neck/back from sleeping on the sofa. The place is not hygienic. The service was awful and I want to request a full refund PLUS compensation for not only the time and trouble in pursuing this matter but the inconvenience caused, the appalling service/ lack of communication from the host and for the disgusting hygiene- Please note I have photographic evidence of all of the above.