Hi,**I booked through Air bnb to stay in Elite Luxury Gold Studio with Gym in Greater Manchester, posted by Elite on New Years Eve. We had an Entire Loft, * guests * bed * bathroom under the name of Lewis Gladman.**When we arrived we was instructed that our host was meant to greet us on arrival to explain how to get into the building, apartment and important information regarding fire procedures etc.. but this never happened. We arrived at **:** and my boyfriend entered the building on * seperate occasions asking the 'security guards' if we were in the right place, to be told that they didn't know and was completely unaware of us arriving. At this point I decided to go in on my own as the postcode was showing that we was at the right place so I was very confused as to why nobody knew about us arriving. I showed the security guy the confirmation email with the postcode to say we were in the correct place and he still didn't know what was going on. Two other guests (NOT our host) then began to help us and explain that we could call the host, or email her, to help us out and give us information and explained we should have been given an email with a lock box number on, a code and the room number for us to stay in. However, we did not recieve this email. **Myself, * other guests AND the security guard checked my emails and could not find this.*As we were from liverpool and it was getting closer and closer to midnight and we wanted to celebrate New Year, I suggested that we just drive home. My boyfriend was very angry and upset as he had planned this as a surprise for us but in the end we decided we would just go home before the whole of New Year was ruined for us. The ONLY reason we did'nt go home is, honestly we didnt believe anyone would get back to us and give us a refund if we didn't stay. To be honest, within the first hour of us being there and nobody knowing who we was, who we booked with or filling in no check in forms*leaving no deposit we honestly thought we had been scammed.**We had planned to go for a meal in Manchester in which we had to pay a £**.** deposit for with it being New Years Eve but as we couldn't get into the apartment we ended up stopping off at McDonalds for something to eat on our way home just before the motorway. **FINALLY AT THIS POINT we recieved the email with the lock code, room number and how to get in so turned around as we didn't want to miss out on spending the rest of the night in Manchester, especially when we had already paid for the room. **We finally got into the room and on first inspection the room was nice. However, upon closer look the room looked nothing like the pictures and was dirty, had nails hair and crumbs all over the floor and the television was on a piece of styrofoam (I do have pictures I will happily send over).**As we headed out for the evening (after missing our meal due to being around * hrs delayed) there was ANOTHER couple having the same issue we had!! We tried to help this couple as much as possible but it was eating into our evening so not even sure whether these managed to get into their room or not? This just shows it's not just a one time occurance and must happen on the regular. **We did try to enjoy our night but was worn out due to trying to get into the room for almost * hours, me and my boyfriend arguing over whether to stay or not, missing the meal (so only eating mcdonalds ALL DAY).* The whole experience in my eyes was ruined, we never recieved even a fraction of the service we paid for or where promised and I honestly think due to all this that I deserve a refund.**I would have mentioned this at check-out, but nobody was there for me to speak to regarding the issues and I haven't recieved a follow up email to discuss these issues.**The host said there would be a **hour reception and she would be there until *pm to help us however the security guard said that she always leaves early. With her lack of communication, this doesn't surprise me. We called all numbers she sent us to try get help with our problems and sent emails and low and behold we got no answer from them on either form of communication.**It's so frustrating this was meant to be a lovely, romantic evening with me and my boyfriend and it was just ruined.**I would appreciate a response as soon as possible,**Kind regards *Megan Richardson
GetHuman4237412 did not yet indicate what AirBnB should do to make this right.