Had delt with air bnb multiple times customer service reps are great. however case mgrs are not to easy to talk to they have and intend to keep the agenda of keeping revnue for airbnb. I had spoke with one case mgr Alexandra G. he kept interuptioing me and wanted to end the phone call_ he was not intrested in resolving and issues or acting as a mediator for anyone. dispointed that he could have a postion as a case manger. I will no longer do business with Air bnb. Home Away has much better policy protecting both customer and owner. respectfully Brian