We stayed in an Airbnb apartment that had not been cleaned when we arrived. The place was filthy and smelled bad. We contacted our host who said the cleaner was running late because of the recent holiday period. We were very annoyed because we had both traveled a long way that morning and had already waited outside the apartment for two hours in the heat, as we arrived before check-in time. We asked for a partial refund due to the inconvenience, which our host kindly agreed to. Seven business days later and we still have not seen the refund in our account. First of all, it was really difficult to get in contact with Airbnb, and when we finally did after being on hold for a long time, the lady that answered was very rude and not helpful at all. We originally paid for our stay with my friend’s PayPal account. Months after we paid in full for our accommodation, her account was hacked, her money stolen, and then her account was permanently closed by the hacker. Airbnb refused to pay our refund to any other account other than the one with which we paid, fully aware of my friend’s unfortunate circumstance. Calls were made back and forth trying to get our money back and we spent a lot of time on hold. In the end, they did not give us our money back, even though PayPal customer service said it was their responsibility. Not only has our host missed out on money, so have we (and a substantial amount of time), Airbnb was the only one to benefit. I am really disappointed and annoyed, and will let everyone I know not to trust them. Their customer service is horrible, they are not empathetic at all, and their policies need some serious reviewing.