My experience with Airnbn has been perfect, unlike my experience with my host John, which has been horrific. I will try to explain as clearly as possible.
After knowing due to fog, that my flight would be delayed immediately sent several messages and emails from the airport to inform John of the situation without hearing anything back from him.
Airbnb, however did reply informing me that I would find an emergency key in the lockbox, since I would not be able to get "Fumeiros caffee" on time as arranged with host for picking the key. When I arrived with my husband and a young child it was raining and there was no key in the emergency lockbox and still no news whatsoever from host. Luckily a very kind neighbour (Mathew), from the same housing complex, offered to help us by letting us in and contacting Airbnb, most kindly.
Airbnb sent a taxi and provided us with a solution for the night in another apartment for which I am very grateful.
Still no news from our host or apology.
Next morning we had to cancel our plans we had made and move again all our things to the original apartment. We had put a lot of effort into planning our short trip to London and having to move and waste was a big inconvenience.
On New Year´s Eve our host sent us a sms telling us not to make noise or party in his house because he had had a bad experience, with no consideration or apology for all the inconvenience. We suffered due to a lack of efficient communication and disorganisation on his part.
He wrote to us once again, making a big issue out of the fact that he was allowing us to leave our bags for 3 hours in the apartment. We communicated perfectly with the kind cleaning ladies and Airbnb.
Our host was totally unaware that we did not inconvenience the cleaning ladies, as we did not stay in the apartment while they was doing their work. When they finished they told us that they would leave and we could picked up our bags as agreed, well 15 min later to be exact.
Our host thought that they were waiting for us which was not the case.
I would not recommend this host to anyone as he did not even apologise for any of this mistakes and for not being at all attentive to his guests.