I don't know anyone who trusts Airbnb anymore, whether host or visitor. Several years ago I booked a week in SF at what looked like a very nice place. Naturally, the reality didn't remotely match the photos -- everything was broken, in tatters, filthy and it reeked of mold. Airbnb's resolution process was to have me wait several hours for someone to come and re-wash all of the bedding, but everything still smelled like mold afterward. This cleaning person actually told me the owner is aware that everything in the place is filthy, but refuses to change anything.

Unfortunately, Airbnb wasn't satisfied with my story because I couldn't prove that it smelled like mold -- yes, they actually wanted me to prove the presence of mold over email. They also weren't satisfied with the cleaning person's story, or the dozen photos I sent of the place being in shambles. They not only refused to help me find another place, but refused to refund me, as well. They didn't just steal $4,500, they forced me to spend my entire first day finding other lodging at premium last-minute prices during Salesforce Week.

My choices were to cancel the whole trip and head home, or spend another $6,500 at the damn W, of all places. I decided to stay thinking it would end up only being an extra $2,000 after the Airbnb refund, which was a mistake, because they never refunded me and brazenly told me to bring them to small claims court. But after travel expenses and attorney fees, I would have only ended up getting a few hundred dollars back.

So, Airbnb effectively screwed me out of $11,000 and their representatives seemed genuinely happy about doing it. I honestly don't recall a single apology from anyone at any point.