I had been a big fun of airbnb for years. Whenever...

I had been a big fun of airbnb for years. Whenever I travel by myself or with friends. Airbnb had been always our first option. But I recently had the worst experience with the company and the host! I made a reservation for one night staying in Santa Barbara on 04/22. I messaged the host few days ahead of the trip on airbnb and didn't get any reply. When we got to Santa Barbara, I called the host and of course he didn't answer. Texted him and asked when would be the best time to check in. Then probably an hour later he told me that he had an emergency and the room was not clean. So we could either stay in the dirty room or cancel the reservation!!!Of course we would choose to cancel. He said he would contact airbnb to cancel it and ask me to BE PATIENT. Okay, we ended up booking an expensive motel with the double price because the last minute cancellation! I called the host again asking for the refund at night, OF COURSE still no answer! I called airbnb at least 3 times , followed their voice instructions ,waited 40mins in total and couldn't get through!!!Found out online that they don't have 24 hours hotline. How come they don't mention this at all on the auto voice instruction?!!Finally,the host got in touch with me saying that he really had an emergency, his aunt was very sick in the hospital. He sent most of the refund to airbnb and sent the service fee that charged by airbnb to my Venmo account. I don't know if he was telling the truth, if it's the truth I feel sorry for him. But it doesn't mean what he did was right. Anyways, the worst part was dealing with Airbnb! I have called Airbnb 3 times asking for my refund in the past two weeks. All they told me was the case would be taken care of by another department, there's no way I can get in touch with this department, all I can do is to wait for them to contact me!!!!! And I don't even get to know when they would get in touch with me. This is so ridiculous and disappointing! Airbnb has the worst customer service ever!