Brian, hello, I am really sorry for bothering you with this "small" story - you are a CEO of a large company and have lots of strategic topics on your agenda.
But I am also working with customers for over 20 years and do believe that it is important to hear your customers' feedback.
I have very disappointing experience booking a last minute stay in Paris - https://www.airbnb.co.uk/rooms/568725493393767800?guests=1&adults=1&s=67&unique_share_id=7518137c-7571-4d6a-905b-e0342f17b096.
The property is completely misrepresented on your site: 1/ the owner has a huge cat that is not mentioned in the apartment description. 2/ Bathroom is mentioned to be private - but it is not. 3/ And the guest room is not really a room - no table, no chair - but rather a storage place.
I came and left immediately - and asked your customer service to handle the refund - 1.140 EURO. Unfortunately, I do not get my money back.
It would be great if you could help to sort this out.
Best regards,
Natalia