AIRBNB NEEEDS TO PUT CUSTOMER SERVICE FIRST!!!!

On the 3rd of November, we were looking for place to stay for the week (4th - 8th November) and we found a place that we liked. Due to a discussion between us and the host, we realised that the hot had a cat and we couldn't book further as one guest had cat allergies. We had spoken to the host that if company had not full refunded us, that she will. After some time, Airbnb did not refund us and we resorted to resolving this through The Resolution Centre. Now here is all the kicker:

Firstly, I understand that the policy to not publish confidential info such as email addresses and contact details but in situations like this, have that information is vital as communicating through the app is stressful.

Secondly, Airbnb does not state the type of formatting that they want the documentation to be in in order for client to make this resolution with the host. How in the hell am I suppose to resolve this when all you are doing is changing the format of your documentation for the app to not accept it.

Don't get me wrong, I like the concept that s Airbnb but with all the policies and red tape between the client and the host looks like a bullying tactic. At least after cancellations or bookings, we should be able to contact the host privately to resolve any matters that are deemed private.

Airbnb should do better on this regard because in this day and age, when ever money is involved, emotions get high and you don't want to be in that fiery end of this.

DO BETTER AIRBNB!!!! FIX YOUR POLICIES TO HELP THE CLIENT AND HOSTS INSTEAD OF TIE THEIR HANDS WITH A TIGHT ROPE SO WE CAN NOT SOLVE ISSUES!!!!!