I was an enthusiastic user of Airbnb until I faced the reality of the platform on a trip to Seul. After being offered to sleep in what looked like a maintenance closet because the room I had booked was no longer available for the first time contacted Airbnb support. Apart of the fact that the experience was infuriating and frustrating, I am pretty sure 80% of the time it was a bot replying my messages not a support agent. I never got a full refund and I decided it was not worth the trouble, since then I just book hotels.