Unfortunately, we were unable to stay at Ferdinand's place due to a booking mistake on our part. We accidentally selected and paid for the day before our stay. Obviously once I recognised this mistake, I contacted the host, fully accepting that this was our error. I didn't ask for a refund, as we did still book that date (even by mistake) but I did however ask if they might return the cleaning fee, seeing as we hadn't entered the property. The host was quite blunt in response, stating that a refund wasn't possible as I hadn't cancelled in time. I felt that he had not taken the time to read my email properly at all, as if he had, he would have seen that that wasn't what I was asking for at all.
I think a little compassion and understanding could go a long way, in just taking the time to send a more sympathetic and considered reply, even if they were not willing to return the cleaning fee. Simple admin errors are easy to make, and we could have been a returning customer, after all.