I made a reservation to stay at an apartment throu...

I made a reservation to stay at an apartment through Airbnb. The listing described a private room in the apartment. When I got there, it became clear that the host would be in the space the entire time. It was the opposite of private; the guy was in the room with a laptop drinking water and eating snacks. I immediately left the apartment and did not use the room. When I returned from the trip, I contacted Airbnb for a refund. They assigned me a customer service representative that simply told me that I could not receive a refund. She then did not respond to emails for 10 business days. I contacted the phone number several times, and they told me that everything had to be done through the customer service rep, and that they could do nothing. Eventually the rep responded by email to tell me that her decision was final, although though she had performed no investigation whatsoever or even attempted to listen to my side of the story. I contacted the customer service phone number again, and they told me that the matter had not been finalized and that I would be contacted by another member of the customer service team. After waiting a week with no contact, I sent an email asking for an update. They responded by telling me that the matter was closed.

Airbnb customer service gave me conflicting information over a three week period and ultimately did nothing whatsoever to assist me. The process took a massive amount of time and was extremely frustrating. I will never use Airbnb again and would recommend that no one uses their service. If you have a bad host, you will end up footing the bill and there will be no one from Airbnb that is willing to make things right.