That's what I was thinking, they didn't understand the gravity of this case because I imagine at AirBnB volume, this must happen at least once a day somewhere.

That's what I was thinking, they didn't understand the gravity of this case because I imagine at AirBnB volume, this must happen at least once a day somewhere. That said, from a customer support point of view, you never know which negative customer experiences are going to blow up so it's important that every customer leave with some level of satisfaction (or at least a payoff and a signed contract if you want to be shady!)