Saying it was a nightmare would not be enough.
1) After you pay the full price via Airbnb, their system will send you an automatic (how it turned out after) invoice with a link to pay. They will tell you this after your 10th effort to contact them.
2) What happened after, was even the greatest nightmare of all. It was around 10-11 pm, it took us a day to get to Vienna. We found the address, the aprt was on the 8th floor (it wasn’t in the check-in instructions). So I used the door code they gave me in the instructions…and the door just wouldn’t open. Their customer service desk (or whatever this is) kept bouncing me from one rep to another, saying they “are searching for an emergent call”. This is how I spent THE WHOLE HOUR in the middle of the night, trying to get into the aprt. As a result, I didn’t get there and decided to cancel the reservation and look for another place to stay in the middle of the night. As it turned out later, the code wasn’t even supposed to go with that door, they changed it and didn’t specify the right one.
Bottom line: horrible service, awful communication gap, this is not how it is supposed to be. So be careful with this host.
P.S. The chief manager, however, is responsive. The refund is already taken care of.