This is a review of both Lisa and Airbnb's customer service.
You should seriously watch out from this place, I booked 2 nights and after the first one I discovered several bug bites around my body(the bed sheets were not clean to begin with, but after a 14 hour flight you don't care about what you sleep on), I reacted in a calm manner and requested to get new sheets, only to get a hysterical reaction from the host that tried to blame me!! on her bug infested and unclean apartment(needless to say I didn't suffer from anything like that at all at any hotel later on my 2 week trip to NYC). I went out to buy medical supplies to help calm the bites and she demanded that I return immediately and leave her premise saying that I brought the bugs with me. after arriving she quickly tried to apologize for her unprofessional behavior and asked me if I would like to stay for the following night for some reason, I told her that after that kind of a reaction I would never stay at her place again.
The host contacted Airbnb to explain what happened and shorten my stay to 1 night, after telling them about the awful experience and the physical harm I suffered from it the Airbnb customer service did not agree to give me a refund for the night, not to talk about the medical expenses. the only thing they agreed to refund was the cleaning fee.
This would be my last experience with Airbnb, I realized that they would rather let the hosts treat their visitors like crap and blame them for their own misdemeanors instead of valuing their customers, and enable them to keep treating us in their unprofessional ways.