The first time in my air BNB history that I requested a FULL refund. I was in alone of people waiting while a clearly flustered concierge ran up and down stairs doing I don’t know what but it took me 45 minutes to receive a key .. no one to help with bags I was instructed to wait for him at the side entrance where there was a small elevator lift with trash someone had thrown in and was the only way to get the cart to ground level for our bags.. growing tired of waiting I carried everything upstairs and proceeded down the corridor to locate my room . I first noticed many of the doors were badly damaged by the locks as if someone had tried to break in. Our room was on the bottom basement level ( not what I requested nor was this in the pictures ( very misleading) the carpet in the corridor was soiled and the room wasn’t properly cleaned. I was disgusted to find a gaping hole covered in plastic outside my room as well . I went back to the desk to ask for another room met by the same flustered man who resorted to going up and down the stairs to , later I found out phone a manager who wasn’t present although there were others in the lobby with the same request. When the manager arrived after I insisted he un apologetically told us that there were no rooms as the building had pipes burst and some rooms didn’t have heat . When I asked by this wasn’t communicated the minute the issue arose or brought up at checkin or he didn’t assist the clearly overwhelmed gentleman at the desk he was short unprofessional and nice nasty . Another disgruntled guest offered to give us her room as this was a present for my daughters birthday , I was so turned off that I thanked her for being the most gracious in the room as I left to put icing on the cake the manager said with CLEAR Sarcasm and do mean CLEAR, You have a nice night. I was mortified at the lack of quality in the whole experience I am now Leary of DC rentals and false advertising and will stay at a hotel when I’m here.