Initially, our host Monica was very helpful via airbnb messages. Up until she informed me of additional charges for the accommodation and the need to provide a credit card during check in for security deposit. While these two requests were outside of airbnb policies, and airbnb efforts to reach the host and coach her on how to properly handle the incremental requests thru airbnb were unsuccessful. I agreed with the host to her requests (extra cash at check in, and credit card info for security deposit) as my family (wife, and three daughters) was to check in without my presence , and I was to catch-up with them during the last night of the stay.
My Wife mistakenly took a water "bus" instead of a water "taxi", delaying her rendezvous time with the host by a couple of hours. When she finally met the host, she was treated in a argumentative and abrupt way. The property was amazing, a few steps near Campo San Vio, very comfortable and functional. Overall, my family experience regarding the physical property was very nice, nevertheless we felt uncomfortably with Monica's rudeness. After airbnb customer service failed attempts to explain the host she was asking out-of-policy requests (extra cash for accommodations, and credit card for security deposit) , airbnb demonstrated their awesome customer-focus and refunded me the same amount of cash the host demanded at check in. To me , this was a true example of world-class customer service from airbnb.