just throwing in one more +1 to how absolutely terrible their customer service was to deal with. We had an AirBnb scheduled for 2 weeks once, and I emailed the host saying we didn't need the first week and we'd be there starting the 2nd week and go ahead and keep our money for the first week.

Well the day we were getting ready to go check-in, he cancels saying we were a "no show" with no refund despite multiple written records of his confirmation that we'd be there the second week.

I asked AirBnb to refund us for half, and over and over they'd transfer between agents who had no f*cking clue about the case and just kept regurgitating some cancellation policy and ignoring my obvious evidence.

Finally I took to the social airwaves and kept calling over the course of a week and they eventually relented and refunded something.. and the best part, they never apologized once, in fact they made some absurd 6-year old passive aggressive comment about still being right but they'd refund me anyways -- and the refund was less than half.

I get that two-sided markets are tough, but even having the slightest decency and empathy during the matter would have made a world of difference to me.