Kat B.

Having used Airbnb on 4 occasions, I have been impressed not only with the hosts but with the customer service of Airbnb when our last apartment wasn't up to scratch. We booked an apartment in New York and was told by the host the day before that cockroaches had appeared in the bathroom and that she was getting rid of them. Having backpacked before, I was used to this in hot climates, so a couple in the bathroom wasn't an issue. 2 days after our arrival, there were many in the bath and under the bed, so we told the host. She was amazing and offered a full refund. I didn't even have to contact Airbnb as they had been informed and sent the refund straight to us, not only that, but as we had to move into a hotel for the remaining 3 nights (which was considerably more expensive), Airbnb offered to pay the difference and were very good in answering our questions via email whilst we were travelling. Massive thanks to Emilee F at Airbnb, who sorted all this out for us.
We will definitely use Airbnb again.