Chiara cancelled our reservation during our layover in London 2 hours before our arrival time. I'm not sure if this is consistent with her previous bookings but after offering help to find another place we didn't hear from Chiara again. Although she claimed to have requested a cancellation, apparently no one was answering her and the charge went through. Had to franticly find a hotel once arriving in Venice and were finally reimbursed for the original booking and our last minute hotel stay, thanks to the Airbnb team.