Most of the complaints you hear about Airbnb come off as off-the-shelf repeats of things people have read on social media. If you read reviews and pay attention

Most of the complaints you hear about Airbnb come off as off-the-shelf repeats of things people have read on social media. If you read reviews and pay attention to the listing there's little risk of having a bad experience or being surprised by a fee (which is extremely common at hotels.) All that being said, if you actually get to the point where you need to engage Airbnb or Vrbo for help, they are actively harmful to the situation. The people on the other end of the phone or live chat don't have a single clue what is going on. They deserve a correction.