Ran into the same thing with AirBnb actually - really poor support and messed up rule based billing. A host agreed to pick me up then couldn't make it for hours

Ran into the same thing with AirBnb actually - really poor support and messed up rule based billing. A host agreed to pick me up then couldn't make it for hours after. She had a strict cancelation policy, but agreed to refund anyway since it was her fault. She and I both contacted AirBnb to issue the refund, but they never did anything, and later even sent an automated survey asking how their support was. So they ignored what both I and the host wanted and wasted 1k of my money. They've probably still saved me money over the long run vs. hotels, but honestly, I prefer to just call up previous hosts and offer them money outside AirBnb now and other similar options since I know AirBnb won't back me up when they screw up. The same option is available with cars as well. You can take Uber or Super Shuttle or whatever the first few times, but the drivers will usually give you a card so you can just call them direct and get a better rate.