We had a leak during our trip that left one of the bedrooms unusable, plus a couple other issues. We wanted to work it out directly with Janice, the host, communicating frequently, sending pics, standing by for the repair person to come during our visit.
We requested a 1/3 of the total cost of the reservation and the host provided a fraction only after AIRBNB bugged her several days later. AIRBNB could no longer help since the reservation was completed.
If you encounter issues at this or any rental, go to AIRBNB directly. Good luck!