Dont even bother contacting customer support. **
Secondly, and most importantly, they are completely incapable of answering a simple question or responding to an ordinary request. Once you initiate contact with them, all you will receive are emails and texts stating "We are sorry for the inconvenience. Youre concern will be forwarded to the appropriate team." And its around and around in circles from there. You speak to someone new every time who can't read and understand the notes relating to the prior contact regarding your issue. And guess what they tell you? The same thing about forwarding the concern/issue to the appropriate team.
And if you have an issue with the host, they will side with that person no matter what happened. I was in a place in Wantagh, NY with a host named Enrique who had a full blown house party last night (Sunday) until 2am. I asked him to tone down the noise and he responded by saying "I'm in his house!" I had to call the police to get the noise to stop and didn't get to bed until 2:30am.
I would avoid this service. You're better off in a hotel.
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