Before selecting Paolo's place I wrote him asking whether he could accommodate my family size of 6. He sent a return email saying he could. Weeks later while on a train an hour from Milan and checking in, Paolo said he could not accommodate my family of 6 and denied ever saying that he could. I had to send him the email exchanges through AirBnB that confirmed he did. His response was that those were "automated message". When I pointed out that whether automated or not, he sent them and I relied on them. He eventually acknowledged that this was not my fault, apologized and encouraged me to contact AirBnB resolution to request my money back. When I did, Paolo then denied my claim and again claimed he was not responsible. So, not only did he leave my family of 6 stranded an hour outside of Milan, he also decided to profit from it by keeping my money.