I notified BBB of Vermont, Vermont's attorney general, and the BBB of New York for Citibank. But not one person returned calls. This went on for months until I gave up. Airbnb strung me along for several weeks saying they would refund the money but never did. The host changed her listing and website photos. 2 years later, I noticed that Airbnb was exposed for false listings and taking guests' money. I'm so sorry you went through this as well. I now only use Amex when I book any hotels because they will fight for you.