I booked this apartment well in advance of my trip to NYC. I chose this apartment for location and the outdoor space. I communicated with the host prior to my arrival, particularly when I realized that I'd shorted myself one day on the booking; Margarita replied it wouldn't be an issue and I could stay the additional day.
The day prior to my arrival I received a message from the host that the current guests wanted to stay longer than they booked. She asked me to cancel the booking as there are consequences to the host when they cancel. I began a search for other accommodation in the area, at my price point. I found flakey hosts who, when asked to book, modified their requirements (one changed the minimum to 30 days after I inquired). I was unable to find alternative accommodation and Margarita cancelled my booking on the day of my arrival (I was flying from Phoenix to New York City).
Airbnb's customer service, after many calls and several hours on the telephone found me a hotel room not far from this property. Unfortunately, they would only cover 3 days (as booked) rather than the 4 days as agreed between Margarita and myself. Still, after many calls and much conversation, Airbnb did step up and cover 3 nights at the hotel. The hotel had no amenities available. No housekeeping, no food services, nothing because of the pandemic. Certainly not the same as an apartment with a garden and kitchen.
This is my second bad experience with NYC hosts where the booking was cancelled either during or immediately before my stay. The Airbnb customer service people are limited in their ability to assist. It was only through much insistence that the finally found me alternate accommodation. Promises of return telephone calls are empty promises. Instead they choose to use the messaging system through the app, removing the personal interaction.
I realize these are strange times and this may have been an unusual situation but when one guest asks for something (additional time in the property) to the detriment of the other guest (with the booking confirmed) it seems to me that the former should be denied rather than the latter.
I've learned to be leery of certain hosts on Airbnb. The reviews don't always tell the full story. Stay away from those with cancellation notices. Although that wasn't the case here, I learned another valuable life lesson through this experience. Airbnb's terms and conditions appear to favor the hosts versus the guests. In the future, I will seriously consider other accommodation before booking through Airbnb.