Awful. You can't speak to a real person at Airbnb. They don't know how to run a company. They don't even know the definition of an "owner". Be careful landlords -- your goofy tenants are putting you at risk -- make your lease air-tight, and pay attention. Be careful "guests" if you are renting from a tenant and not a an actual property owner, you are renting from someone who has no insurance, no legal ability to rent to you. This business model is a mess. I have been on both sides of the transactions as both owner and a guest (legally known as landlord and tenant) using all of these: Airbnb, Homeaway and Craiglist -- my experiences with the other parties and the spaces have all been good (but I also am a mature experienced person who knows how to know what is actually legit), however Airbnb is without a doubt so super weird -- this company has little to no customer communication and they pretty much disappear if an issue needs resolution -- super slow to respond and not helpful in the end. And there are no leases or contracts (Homeaway encourages actual rental agreements, and so will most real owners -- even for short term). The kindergarteners at Airbnb got lucky with a good idea (there are some good elements to the concept -- I won't get into outlining them here), but they haven't a clue how to run a business at all. There is a lot of liability involved in the rental business, so be careful everyone. Expedia needs to buy Airbnb and clean up the mess. When your are established an publicly traded, you can't get away with just setting up a ridiculous illegal cult that exploits other people's private property and call it a business. Airbnb is temporarily getting away with it, but that is only because urban bureaucracies have unwieldy regulations that confuse the very people who are supposed to enforce them.