We had a 6 days reservation, we were very excited about this reservation, everything looked nice and all. We had a flight from Milan - Cancun and then another flight from Cancun to Mexico City. Even though we had all the documents required we were denied boarding by the airline staff, lost the flight, and had to cancel our 3 weeks trip to Mexico. It was all out of our hands, and we lost a big amount of money. We contacted all the hosts to explain our situation, to make them understand and give us a refund, all other hosts in other cities have agreed, except this one. We have not even asked for a full refund, they told me that they will cooperate with the Airbnb staff but they ended up constantly denying my request even though each time I was lowering the required amount of refund. I also ran a hosting business with my family, so I understand their point of view but if something is out of our client's hands, we would try to help them to lower the damage somehow. They lack empathy, and I'm very sad about how things turned out this way. I would've very much liked to stay at their Airbnb with my mom and sister, so it saddens me to write a review like this. Hope they improve their way to deal with their clients in a better way in situations like this.