Airbnb - Sucks ( Customer perspective)

For all the interview gauntlet , my Airbnb experience as a customer has been awful. last night i tried to to make a reservation ; As i was making it , it asked for pictures of my id and allowed for me to do this on my phone . Naturally i chose that option. At the end of it though - the app just said it will need to validate some stuff and apparently in that process it said my reservation was no longer available. Then i proceeded to make another reservation for the same set of dates and location . At the end of it i go to my trips and see that my original reservation was actually approved ! Well drat , so i try to cancel this one but Airbnb insists on cancellation charges - a full refund doesnt include service charges even if u cancel within 24 hours ! Also cant your app atleast warn your customer if you make conflicting reservations for the same set of days ?? On top of that the customer service rep kept insisting it was policy and nothing they could do. I would much rather use a hotel than have to pay for your bugs Airbnb . Awful customer experience and I am out 100 odd bucks because the messaging on your app / platform sucks.