I tried to cancel or amend this booking due to the very recent passing away of my father.
Airbnb contacted the host and I was told the following;
‘I really understand You, and tried my best in order to find a solution, but unfortunately, in this case, only the Host can decide to refund anything to You or not, outside the cancellation policy, or to change the dates, and they declined both actions’
So we decided to go to the accommodation.
When we arrived there was no key in the key safe. We contacted the host, who we think was in Spain. The host told us he would send the cleaner round with a key so we could gain access. When we got into the accommodation someone else was already staying there.
This was really quite a stressful situation with 2 children at 9pm on a Friday night. And made a really distressing time, my father passing away, much more stressful.
To be fair to the host he did get us in a different accommodation, with different bedding arrangements.
This is unacceptable