Their competition isn't much better, either. I spent ~3 months trying to get a refund for a canceled booking from VRBO, that the host happily and enthusiastically provided. VRBO kept the money until I started trashing them online, then all of a sudden my case was escalated to someone who could correct the problem. For everyone who has sworn off Company X, there is someone else who has sworn off Company Y.

I've currently got a month-long AirBNB booking coming up and every day I cross my fingers and pray for no surprises. I don't remember ever having this kind of uncertainty and anxiety when booking with a plain old hotel.