Agree with all above comments. Whoever airbnb's programmers are need some refresher courses on how to create a user friendly site.
Every other website I deal with, for instance, has an option to contact them by email by simply giving you a text box to fill out. Works like this with my bank, airlines, etc. Why on earth does airbnb make you go through about 8 steps before you even get there? Why do we need to scroll through and fill out 3 drop down boxes re our issue, only to never have our issue listed, and no box marked "other" before getting an actually text box to write in?
I really don't understand what airbnb has to gain by their convoluted website. Or they're just hiring unqualified programmers.