Lost money on a reservation I didn’t even get to use. I arrived to the air bnb upon check in time, I asked if we could bring our bags up earlier and Ana Agreed. I had just gotten engaged and my sister in law surprised me at the airport. I was so excited and I didn’t think her joining us would be a problem because the air bnb had two beds. One for my fiancé and I and one for his sister. Upon arrival, Ana was not understanding and was blocking the door when she saw there were 3 of us. It wasn’t until I asked if we could come inside to discuss that she let us in. I knew I had some fault because I didn’t let her know that one more person was being added to the reservation. She asked if we could add another person to the reservation but couldn’t through the app and she couldn’t on her end either so we left and looked for another air bnb since I didn’t want to give her a headache and there was clearly no solution. She verbally said that we may not get all of the money back from Air Bnb (even though she knew the money was in her possession at this point) but we could get back some. When I called air bnb customer support I found out the money was with her. I thought she would be nice and give me some refund back at least. She stopped communicating with me and never gave me anything back. After speaking with an AirBnB rep they even agreed that she should have been more understanding and at least given some money back since I paid for a reservation that I didn’t even use and was cordial when we couldn’t find a solution.