Our host turned out to be a large third party provider (BelVilla) who wanted to charge us extra fees in cash (!) at the time of check-in. These fees had not been disclosed at the time of booking and thus were clearly violating the Airbnb rules. Nevertheless, Airbnb did not help us, but rather drowned us with useless, generic responses. We cancelled the reservation and did not receive a refund. Airbnb did not make any effort to challenge the host for charging additional fees nor to compensate us for our loss.7/11/23:In response to my complaint, Airbnb now refunded my downpayment and they will investigate BelVilla's additional fees. I now feel much better about Airbnb's customer protection and added 2 stars to my evaluation