Have been both a host and guest and have only had good experiences with AirBnB. From a guest p. O. v., the chance to holiday in your chosen destination for longer plus you get to know a native is fantastic. Sometimes you are staying with someone else but you don't have to. Alternatively, you can rent a completely self contained space, too, and have all the comforts of home for less than a hotel. I understand they do have insurance and have given me only good customer service on occasion when I've needed it. As a host, no problems so far either.
Dear Kitty,
We're sorry to hear of this inconvenience. Should you wish to cancel we ask that you call a member of our Customer Care team by calling 888-906-0850 at your earliest convenience.
Sincerely,
Spokeo