Airbnb appears to have a different "policy" depending on the circumstance. My horrible experience with the dubious Airbnb bed bug "policy" began when my companion and I stayed in what was advertised as a "Rustic SW style, Pet Friendly, 1 bedroom Apartment" in Silver City, NM. To our dismay, what we discovered when we arrived was a dusty, musty-smelling, cobweb-covered basement in the Airbnb owner's home. After less than 35 hours there, when we vacated the premises, it was not yet obvious that bed bugs had bitten me. According to the Centers for Disease Control and Prevention (“CDC”), “most people do not realize they have been bitten until bite marks appear anywhere from one to several days after the initial bite.” In my case, the bed bug bites began to reveal themselves three days after we vacated the premises. After being diagnosed with bed bug bites, I submitted a detailed refund request to the Airbnb host and included photographs of the bed bug bites. The host angrily refused my refund request, responding in a hostile email peppered with retaliatory, deny-and-deflect statements; clearly, a thinly veiled attempt to discredit me and my complaint about bed bugs. After she ignored my second request to reconsider the evidence and do the right thing for me and future guests, I provided all information via the Airbnb Resolution portal. When I spoke with Airbnb by phone regarding this issue, the Airbnb Support rep specifically stated that Airbnb would immediately take action to prevent these hosts from renting their property to other Airbnb guests until after the bedbug issue was investigated and resolved. Regardless, Airbnb did NOT do what this Airbnb rep said Airbnb would do. What actually happened was that Airbnb Support made a strategic, dubious decision to refrain from responding at all to my detailed dispute resolution documentation — comprising 30+ pages along with several clear photographs of my bedbug bites — which I provided in writing, via the Airbnb Resolution portal, on the same day I had spoken by phone with the Airbnb Support rep. In fact, that Airbnb Support rep delayed her response until AFTER the 14-day guest review period had expired. (Airbnb seems to make this a practice, as reported in the 8/13/19 CNET article entitled "Bedbugs are giving Airbnb users headaches… and itchy bites.") Seems to be a surreptitious Airbnb practice to prevent guests from leaving an honest review to warn others about bedbug bites incurred at Airbnb properties. These duplicitous actions on the part of Airbnb Support are consistent with what numerous other bedbug-bitten Airbnb guests have posted on this and other forums about these ongoing bedbug issues. Even though I submitted all documentation as described Airbnb's refund policy and met the legal burden of proof to validate my complaint, Airbnb Support chose to disregard /ignore my response. I ended up having to dispute the charge via Visa. In stark contrast to how Airbnb handled my complaint, Visa took the time and care to review all the documentation I provided — and Visa stood behind me. It took almost three months to resolve this issue via Visa, but I finally won the dispute against Airbnb, and Visa charged the full amount of this stay back to Airbnb. In retrospect, it's despicable that Airbnb chose to pursue the path of corporate greed, rather than doing the right thing for longtime Airbnb guests. But take heart: If Airbnb won’t do the right thing, you do have the option of asking your credit card company to stand behind you.