While the host we rented from had positive reviews, there was a 5-day delay in any communication from him regarding my need to cancel our trip. I notified him before calling customer service as I had not realized this was a non-refundable trip. Reaching customer service was another poor experience. I had difficulty hearing (due to background noise) and the slight accent of the agent. We are still awaiting notification on refund or rescheduling a trip in the future and have low expectations. Definitely would not recommend this service and am quite disappointed.