I have used Airbnb 20 times to stay in Charlotte on business with no issues. Two weeks ago I landed in the morning and had a packed day of meetings ending with a dinner meeting with clients. I was wiped out and ready to relax. I noticed I did not have an email from the host. I had stayed at this Airbnb before and they used an electronic keypad app for your phone. I called the host and he said I needed to call another guy to check me in. I called the other guy, who said: “Who are you? The home is already rented. Someone is staying there now. You can try the Comfort Inn… maybe.”

I called the other host back and he said: “Let me call the guy and see what is up.” Keep in mind it was 9:30 PM and I was sitting in my rental car in front of the property. All I wanted was to check in. Thirty minutes went by and there was no call back. I called again and was told that the “other guy messed up, he’s not quite sure what was going on,”

He never said anything like “I’m sorry, let me help fix this”… nothing. I scrambled to find a hotel room (the downtown area sells out often) and I paid $700 for three nights after I had paid Airbnb $425 for those same three nights. It has been two weeks and I have been chasing the guy to get my refund. Today he said Airbnb thought it was fair for him to give me back half. Are you kidding? You need to give it all back and cover the additional $275 I have now paid for the hotel. It is too bad. The idea is great but Airbnb has almost no customer service; it is like the wild west.