I’ve used Airbnb a few times a year for many years. My anecdotal and speculative belief is that their tools and site hugely favor hosts, but if you have a good history they will make anything right for a guest, and probably just eat the cost themselves to keep both host and guest happy.

For instance, I had a week long stay booked in a “waterfront, two bedroom” in London. I needed the two bedrooms to set up an office that wouldn’t disturb my partner. Arrived at the place, and it was a one bedroom, not waterfront but the building’s communal deck had a water view.

Host was obnoxious about it. Airbnb support couldn’t find me a suitable Airbnb and booked me a two bedroom suite at a VERY nice hotel, worth much much more than I had paid for the rental. I am pretty sure they ate the host’s payout too as the place didn’t re-appear as available.