Processed my refund and resolved a disaster rental issue
Awesome service when I booked a disaster of a rental which had mould, dirty carpets, cupboards, floors etc. I sent them photos of the issue and noted that the host became hostile. They processed my refund within 4 hours.

You do need to call them as emails/messaging doesn't get escalated properly. 

I compare this to a Booking.com reservation where they just washed heir hands off it and said they can't or won't help. Remember this when choosing a platform.