I want to separate the review for Ricks place from the service provided by JB at Metro Butler. Ricks place looked beautiful from the pictures he provided on Airbnb. My girlfriend and I were excited to stay in Williamsburg at such a beautiful home. Unfortunately Rick seems to be away and has hired Metro Butler to handle his Airbnb business. My girlfriend and I arrived at Ricks place after flying from the west coast at approximately 2am. The check in instructions we were given said that the lock box containing the keys were in front of the Ricks building. We located two lock boxes which did not open with either code we were given. I reached out to Rick via the airbnb app saying that I needed help checking in because the lock boxes would not open. We received a response from JB at Metro Butler. Each response was more useless than the next. JB insisted on telling us that we must be doing something wrong. Each time I had a question it would take JB up to 20 minutes to respond. Meanwhile my girlfriend and I are exhausted and standing in the rain. In the end JB’s help was useless and we had to spend an extra $300 on a last minute hotel room. While asleep at the hotel room at 645am I received a message from Rick stating that the lockbox was located at the building next door to his building. Why this information was not included in the check in instructions I do not know. We have asked for a refund because we could no longer afford to stay at an Airbnb due to the cost of the hotel room. We have yet to receive and correspondence from Rick in regards to our refund.