absolutely terrible customer care, I am thtoughly disappointed. I had booked this location for my niece not realizing that I was unable to do a third party booking which I completely understand. I was notified by the host within 10 minutes of my booking that I must cancel. When I read the cancelation policy that I would only receivea partial refund ( minus 1 night stay plus the service fee and cleaning fee) I read that since the host has refused my reservation that THEY should cancelin order order me to receivemy full refund. AGAIN, THIS IS ALL WITHIN THE FIRST 12 minutes of booking. When I tried contacting the host yo ask them to kindly cancel my reservation as THEY are the reason she would be staying at this location, they ignored my repeated messages and phone calls. I then contacted Air BNB customer service to explain the situation. while on the call with them I finally received a response from the host which read " Sorry, we are unable to cancel, you need to contact AIR BNB". I spent over 2 hours with customer service explaining what had taken place and even they informed me that hosts are indeed able to cancel but that they themselves may be penalized in the process. The customer care specialist reached out to the host on my behalf to ask them to cancel without penalty so that it would appear a mutual cancelation to which THEY DECLINED. The specialist was able to finally get them to agree to return 50% of my booking which is INSANE! So for a 12 minute booking it costs me almost 200$ , if hosts are able to get u to cancel they are still able to get paid SO BE VERY CAREFUL, this means that they technically never have to allow a guest yo stay at their establishment and STILL GET PAID ANYWAYS. Very disappointed to say the very least.