Our rental car broke down outside of London on a major holiday weekend. We had to wait for delivery of a new car, which caused us to miss our Channel Tunnel reservation, and rescheduling the same day was impossible. We contacted Francis and kept him informed by Airbnb email throughout. When we drove to the Tunnel and found out how exorbitant the price and the delay would be, we told him we wouldn't be able to arrive as planned. He has our money and hasn't responded to our requests for a even a partial refund, at least the cleaning fee. Very disappointing.