I was contacted by John/Jenny on the day our family was to arrive that their place was having water issues due to an electrical outage (and that this had happened before). They offered to move us to a different place that was not listed on Airbnb for $200 more than we had already paid for. I asked for specifics about the new place: Who was the Host? Can I see the listing on Airbnb? Etc. I was told it was a new listing was not up on Airbnb to see/verify. I was told by John/Jenny I needed to accept the offer as it was not going to be available for very long or they could cancel the reservation for a full refund.
After talking with Airbnb customer support I opted to have John/Jenny cancel the reservation. John/Jenny assured me they would do so, but it would take time as they needed to contact Airbnb. After a day of asking for the cancellation/refund I had to call Airbnb customer support myself and ask for their help in order to get our full refund.
Ultimately we had to find alternate accommodations on the same day as our arrival in San Diego which cost way more than we had paid when we first booked the original reservation on Airbnb. This was very stressful and expensive and definitely ruined our family trip. I have never had a bad experience with Hosts on Airbnb before and leave this review to let others know about our experience. If you run into trouble definitely contact Airbnb support as they were super helpful in resolving this situation.