A year ago I went to Hawaii, my favorite place. The flight was late and rental car was a no-show, so I was late arriving at the host location – it was between 8 and 9 pm. Half way through the stay, the host asked me to change rooms, but that required cancelling and re-booking. I had lost my credit card so the old one did not go through. I tried to reach airbnb to enter a new credit card number. The host also tried. We could not reach anyone. I offered the host cash but they refused, and then said that I had been nothing but trouble and told me to leave immediately or they would call the police! I am a 60-something, quiet, non-smoking, meditator-type. I went to a local hotel but some money was owed to me, and airbnb refused to refund it. They gave me some worthless coupons. They are worthless because the hosts of Puilani on the big island wrote a bad review of me and now I am not able to make other bookings and use the coupons. Airbnb still refuses to refund the money, or remove the host review. They have a poor business model for the travel industry. They need to have real people available real time to handle these kinds of issues. As for the hosts, they seemed to me to be burned out on hosting and unable to flow with the inevitable problems of travelers. I am very unsatisfied.