I've used airbnb for over 8 years and this is the first time I experienced a negative stay. The apartment is in an amazing location and very pretty, but on our first morning the shower flooded. Water ran the length of the bathroom into the foyer/entrance area. Also, the toilet water raised (while it didn't overflow, it took a while for the water to go down, so no one wanted to risk using the bathroom). I contacted the host/agency and didn't hear back for over 2 hours. By that point, since more than 2 hours had passed since we'd reached out to the host, Airbnb reimbursed us the remaining 2 nights of stay (less booking & cleaning fee). We had to search last minute for new lodging, paid $300 more than what was reimbursed and wasted the whole morning and afternoon of our trip dealing with the issue.
Later that day my friend realized she had left some items behind. I emailed the owner/agency, grant it very late, at 1:00am, expecting to hear back at around 9 or 10am the next day but didn't get a response till 4:36pm.
I've used airbnb loads of times and it's the first time i've had something like this happened. I totally understand that things like pipe issues can happen, but waiting around for an acknowledgement to our message caused a great deal of stress on our trip.