I've had an issue with Airbnb this summer. I contacted them within the first 24 hours (as it's the rule to get a refund) and contacted the host exclusively through Airbnb so there would be a trace.

They told me that I should have left more chance to the host to fix the issue (I left the place after 20 hours and tried to get ahold of the host multiple times). They never fully refunded me even after countless mails and calls where I quoted their own terms and conditions to prove that they needed to refund me. In the end, the customer service told me that "refund" does not mean "a total refund" but whatever they're willing to give.

The customer service lady was very nice but it seemed like her hands were tied and she was not allowed to just fully refund me. I'll never use them in the future.