I have stayed at about 40 places on AirBnB. I had 36 positive reviews. 0 negative.

I booked at a place for one month and I was deliberately given the wrong apartment. I requested a refund from AirBnB, but AirBnB eventually found in the host's favour, based on very obviously fabricated evidence the host provided. They refused to communicate with me or even tell me why they had made the decision. They just told me to stay at this place with a host that is lying about me and providing fake evidence. I didn't and the apartment was also in a red light district with prostitutes roaming around.

I since found this host had been banned from AirBnB and had now set up three new accounts under different names. Two of those accounts are full of bad reviews: comments about prostitute calling cards left in the apartment, threats of violence from the host, bed bugs, very dirty rooms, no lights, no heating in the winter, not replying to messages, giving people the wrong apartment and refusing refunds. The host also gave anyone who gave him negative reviews negative responses, which I assume were all made up and extremely insulting. Such as claiming a host did not know how to use a toilet, that they were idiots etc. The host also made advanced towards women guests in his responses.

They have about 300-400 reviews on two accounts and I find it hard to believe AirBnB would not have noticed these are problem accounts.

When I reported this to AirBnB (3 times) I get the same response: "we will look into it" and then nothing.

I lost all the money. I will never use this site again and tell everyone I ever meet not to use it.

From reading online it is clear AirBnB's customer support is absolutely terrible and it can only be a matter of time before the deluge of negative experiences people have with the site catch up with them.

The only way you can get anything from support is phoning them up again and again, for weeks or months. It's not worth the bother for me. Instead they will loose more money losing my regular patronage. I have stayed in their properties for more than 12 months my negative evangelism against them.