Communication was not great. There were different agents handling our queries so usually every response came from someone else. Some in English, some in Spanish. Response was also quite slow, both through Airbnb and through whatsapp.
Unfortunately we had to cancel our trip due to a change in entry requirements into the EU. This was a medical trip for someone in our family so we communicated with them that we would be going at a later date this year once the necessary documents were secured, and requested that we move our booking to that time. They said they don't do reservation alterations. So I asked if we could get a partial refund, even just 50%. The booking was for 3 weeks so it was a substantial amount. They told us that the owner refused to give any reimbursement. We even asked Airbnb support to assist us in the the hopes of recuperating even a fraction of the cost. They still refused. We know that the place has been booked since then (during some of the dates that we were meant to stay there) so it's not like they would have lost any money. It's really disappointing that given the circumstances, and the length of stay, there was no consideration given by the owner, regardless of what the cancellation policy they set forth was. Airbnb told us that it's at the discretion of the owner, and in this instance it was such a disappointment.