This was a total disappointment. I have been using Airbnb during my travels for many years, and I am also a partner in a resort rentals business. My Airbnb reviews are 100% stellar. I was hospitalized and with an IV because I was extremely sick in Puerto Vallarta. This hospitalization and illness required me to change my travel plans and cancel my reservation before check in time with Grisela, and she seemed so caring and compassionate suggesting that I contact Airbnb for the refund I was requesting. Airbnb told me that the decision was up to Grisela. They called me back and said that the host denied a refund. I was shocked given my dire circumstances and Grisela's communication up to that point. Note that the review process requires that I indicate a rating for various things about the place. Obviously I never arrived there and therefore rated 4&5 on aesthetics based on other reviews. Total disappointment.