Airbnb - Never again. They are atrocious.

We have stayed in Airbnb's over the years and the standard of accommodation has deteriorated every time. On a trip to the UK In September we arrived at our Airbnb to find the comfort level of the accommodation was nothing like the photos depicted, not a single hanging cupboard, upholstered chairs replaced with backless benches, no rug and outside seating area under a fire escape currently covered in scaffolding. We chose not to move in. We communicated with Airbnb and the host immediately and requested to be moved to an alternative Airbnb which was mentioned on their site under Rebook and Refund if your accommodation is not as expected. Over many days we had no satisfaction and even having taken photos they refused to acknowledge the differences between the advertised photos and the reality. The host advised us she was happy to refund if Airbnb released our dates so she could rebook someone else. There service was not just bad it was totally negative. Firstly insisting we had booked shared accommodation when we had clearly booked the whole apartment. Then they kept telling us if we moved out we could apply for a refund when we had never moved in. They continued this so it was too late to release our dates. Every time we got a different consultant and none of them went back on the previous communications to see the whole story. We were not reimbursed for any of our 12 day booking and the promises on their website and so called insurance etc is all just waffle. They are completely ********* and I can only hope they get what they deserve. There is absolutely no recourse for travellers who have paid good money and had their much anticipated trip ruined by this company.