[MaxScheiber]

First, sorry to hear about your experience.

I wonder if you would have any luck escalating this to Chesky, Gebbia, et al. The Airbnb founding team really seems to take pg's advice on start-ups seriously. I'm sure that they're huge proponents of delighting their users, which your experience obviously isn't an example of.

[s73v3r]

Doesn't sound like it, otherwise they'd prioritize customer service, and we wouldn't be heading as many of these stories.