We did not stay at Karen's place. After checking in we immediately noticed that our standards of hygiene were not met, since there seemed to be a big issue with humidity and mold. Also the inventory looked more used than the photos suggested.
We immediately messaged Karen that we won't stay at her place and that we are going to book a hotel room. She replied very fast, asked what our concerns were and agreed to a full refund. Despite having different views regarding her place the communication was friendly and professional.
We contacted the AirBnB customer support and canceled the stay. We've been told that contacting the customer support would be the right thing to do when there's a need for requesting a refund. Shortly after we've received the notification for the full refund. The support of the AirBnB team worked very well.