I can’t even believe how pointless the customer service for AirBnb is. I booked a night near JFK with my husband which somehow got almost 5*, and it was dirty and had pubic hair all over the bed and in the shower, a dirty mirror and sink, and I had to pay over £100 with a £40 cleaning fee (how ironic is that). When I complained (with images!) they told me they had to ask the host for a refund, and this was denied. How can you ask the HOST of the bad place to refund!?! Of course they won’t give me any refund, they want the money!! Better yet I was offered $6 as a sorry. $6!!!! What a horrible joke and experience. Not the first time this has happened either, agents in the past haven’t replied for days or have been directly rude and unhelpful. What a waste of what could be a great service with such beautiful properties available and then a litter of horrible ones taking advantage of people. Not worth it - switch to Vrbo.