In a forum where often (but not always!) I am reading complaints about Airbnb, I want to put out something positive about their help centre. We recently had a water pipe break, draining down to where our rental suite is. Not a nice thing, damage that will take some time to repair. As we had guests arriving in a few days I immediately contacted the guests with the situation and informed them I would have to start cancellation proceedings. When I turned to Airbnb, they were there for me. Of course they were in contact with my guest as well, but a good explanation and some photos on my end helped out. As we have a 5 star rating and are Superhosts, I was anxious that this not affect our standing. Sure enough they were promptly on-board with me. Yes, it was extenuating circumstances, but Airbnb handled it promptly, professionally, and in a satisfactory manner so that we were not penalized for these unfortunate circumstances. Exactly what I wanted, hoped for and deserved, and Airbnb was there for me. No complaints.
