You are required as a host to have any changes on a reservation confirmed by the guest. Why would a guest accept a different rental without looking at it or the reviews? Why would you not just leave and remove yourself from an “abusive situation”? Why is this a crises for a person that is a “CEO” and educated in Psychology. Wouldn’t it make more sense to get a hotel for that night and seek other accommodation for the rest of the stay? Expecting Airbnb to refund in person or instantaneously is just ridiculous. Airbnb typically charges on a credit card which can be disputed.

The first think any airbnb user needs to understand is that there will be much less service than a hotel service. You have to be ok with less service and more of a home/unprofessional atmosphere for a bit of an adventure.

All that said, AIrbnb has removed most customer services and moved to an automated platform. Many users do not understand that the agents on the phone are mostly an answering service. Most actions by a case manager are done via airbnb messaging.