The host canceled our reservation the very same day we where arriving.
She didn't canceled the reservation to make the refund. Didn't helped to communicate clearly the issue. Just explained that it was something about a pipes problem.
After telling us the issue she said Airbnb will communicate with us but it didn't. we had to call and get the support help to cancel the reservation, they said the host have to do it, we asked her to do it but no answer.
Only 2 hours before arriving we communicated with Airbnb support again. And they finally helped us with the refund and some options.
The host never responded again.