You might book, and pay, but if you're late for reasons beyond your control, you won't be allowed to stay and you won’t get a refund. My partner was delayed at her work so we left later than planned. While driving in response to our updated ETA of 930pm, Kathy was quick to say no because "arriving and carrying luggage over their room is disruptive and noisy" to her other guests*"and"a dog that barks when people arrive...". Even after saying we would leave the bags and only bring clothes in hand, she refused. There was no evidence that she even asked her other guests whether they would mind the supposed disruption. We spent stressful hour driving in the dark and rain in patchy phone signal to try to find last-minute accommodation. Eventually we found somewhere at a premium price. We submitted a refund request, but the feedback from Air BnB support on Monday was that Kathy declined it. This is the worst experience I have had in over 8 years of using AirBnB, and ultimately just heartless