I laughed out loud the other day when I saw an Airbnb receipt that broke down the total cost and showed their Airbnb fee. It attributed the $100 fee to paying for 24/7 customer support during the trip.

Having experienced their horrendous support in the past (bounced from agent to agent over a 72-hr period, as you describe), I can attest that this fee is worth nowhere near that. The support is a joke, and when dealing with something as critical as housing, this is not acceptable.