Airbnb is great as long as nothing goes wrong. But the whole process is too complex for nothing to go wrong. In our case we were not able to travel to our booking in Yosemite National Park because of a national weather service advisory about a winter storm which clearly mentioned “not to travel unless in a emergency”. When we contacted Airbnb they suggested that we need to first cancel the booking and then claim a refund under their extenuating circumstances policy. After we cancelled the booking we filed a claim. The entire customer service experience was horrible. First of all, Airbnb could only be reached by email, which was slow. It took almost three days for Airbnb to reach a conclusion: they will not refund a single penny. When I asked for an escalation, a blunt email arrived stating that this was their final decision and they would not entertain any further communication.

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