Customer service is an absolute fail. And I'm not ...

Customer service is an absolute fail. And I'm not alone, fellow Air BNB travelers have encountered the same.

My poor customer service was with one awkward and uncomfortable situation in specific. I checked into a home in Irvine that was far off from what was listed. I noticed kids toys and shoes everywhere when we walked into the residence. The man checking me in claimed only he lived there. He also stated he didn't have a key for me as he only had one. So he said to just to use the key under the mat, which didn't seem safe.

I left to grab dinner and my bags. Upon returning I found the key wasn't under the mat. I checked the door though and thankfully it was unlocked. I walk in to find the host naked, working under the kitchen sink. Really? I then go into the room to try and convince myself it's only for a few nights...then the mom and kids come home. At that point I realized this is very much not what I signed up to. It was a small 3 bedroom apartment with 2 parents and 3 children living there. Such things should be communicated in a listing. I let the host know I was leaving, and proceeded to my car to call customer service.

The rep I spoke with (that also claimed to be the manager, so the buck stopped with her), was less the understanding about the situation. When I explained the awkward scenario of walking into the home only to find the a grown man indecent and working on the sink, she proceeded to state that I'm renting only a room not a whole home, so it is what it is. Really?

I then stated the issue of no key or safe access to the home. She asked if I took a picture... of what I asked, no key under the mat? I then said I just wanted to cancel the booking and would find an alternate place to stay...now at 9:30p mind you. Well I got a partial refund, but Air BNB only refunded me 1 of 3 nights because I canceled after check-in. What? Even hotels only retain 1 night's stay when you cancel last-minute with them.

After several wasted emails back and forth with the rep over the next several days, she finally suggested I ask for a refund from the host. I did this and was able to get back the 2 night's cost as well.

It is obvious customer service to the guest is not a priority. This evidently holds true for indecent exposure, unsafe circumstance, and inaccurate listings. And good luck if you're calling in to speak with someone. I called yesterday and gave up after being on hold for 30+ minutes. Here I am again on hold at 27 minutes and counting. And I'm only calling because I booked a room only to have the host request to cancel it on me, but is asking me to cancel it which counts against me not them.