After a big flight delay, Airbnb help is no help at all

Ling Hsu had hoped for a pleasant vacation. She and some friends booked a stay through Airbnb in Valencia, Spain, for four nights, including cleaning and service fees. But when they faced a flight delay, they couldn’t reach their host upon arrival. Ling and her companions booked themselves into a hotel for two nights. Then they heard from the host – too late to cancel their hotel stay. And when Ling needed Airbnb help to get a partial refund, Airbnb let her down.

Get smart. Sign up for the newsletter.