However, I went to Nice for two days. I’m a single mum and needed a short break away. The second night we couldn’t pull the sofabed out; something was wrong with it. We got home and the host wanted us to buy a new one for €1,200. I am not strong enough to bend metal and damage a sofa, so how is it that Airbnb customer service has given me robotic, copy and pasted emails that day stating I must pay?

There has been no explanation, no kindness… they just took money from my account and have threatened me with ‘removal from the community’. I feel wrongly accused and let down. I still have many Airbnb guests booked for the next few months, and am trying to give them a good travel experience. I can’t believe how cold and unjust customer service has been this time. They won’t answer any of my questions. I don’t know what to do.

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