I've used it for several years now. Usually the experience is only with the owner of the house. However, I had an issue with the owner of the last house I rented and did not use the house. I requested Airbnb to intervene and help me get a refund as the owner refused and they just said they couldn't do anything about it. Such a disappointing customer service. Will keep my business and recommendations with other websites and apps that actually care about the customer. Nowadays there are plenty.