We never stayed at the Airbnb. We had issues with our flight to Lisbon (booked through TAP Air - stay away!) and we communicated that to the host as soon as we realized we won't be able to reach Portugal. For some reason, that we learned later, the host never cancelled the reservation.
They offered to issue an invoice/credit for a future stay which was much appreciated. However, after offering it, and us providing all the personal information they requested (including personal passport info) they never replied to our emails or messages. They waited until our stay was "done" and because they never cancelled the reservation it appears as if we stayed there which means that Airbnb won't help with this either. It felt a little shady and deceptive.
I'm willing to give them the benefit of the doubt that they may be busy and that's why they are not replying. Hopefully this review would get their attention. I'll update/change the review when/if we hear back from them.
To Innkeeper - at this point we don't know when or if we'll be able to come to Lisbon, nor do we want to risk dealing with a similar situation in the future by staying at one of your properties. So a partial refund would be preferred and fair.