Unfortunately we could not stay at the apartment due to road closures resulting from land slips. Therefore I can only comment on the service. While communicating with Cindy was always friendly and quick, she told us that we cannot get a full refund of costs according to Airbnb settings. However when asking the Airbnb support team, we got the full refund as we had to cancel due to higher circumstances (we could not get to the Aribnb anyhow). I had wished to receive this support from Cindy.