Although AirBnB operates a two-sided market hosts and renters, they only care about the hosts. Every interaction I've had with AirBnB is always in favor of the host and there's really no customer service for guests. I called over several days to resolve an issue with 'ambassadors' who are volunteers with no authority. The worst one was booking one for 30 days, getting to it late (after midnight) seeing that it was completely inappropriate. AirBnB has a completely different policy for long-term rentals and there was no recourse and the host knew it from the first discussion they knew where they stood.

Now I just book hotels--you know what to expect and get what you pay for.