We couldn't arrive because of the Corona crisis. We announced by email the day before our arrival that unfortunately we have to cancel our stay and be very thankful to receive a refund, even a partial one. From that moment they changed the attitude, claimed that they did not receive the money from RBNB, that we did not cancel properly and were very unpleasant about the request.
During such a period, renters should show empathy to tenants, otherwise they will not return to them even when the situation changes.