This experience was one of the most disheartening I have had on Airbnb. I was heartbroken when I found out I had covid and had to cancel my trip out to LA ( I lost 2 gigs I was set to work on). I was devastated and reached out to Maxime in hopes of some flexibility and empathy. Instead I was told there was no options and lost $800 on a reservation I couldn’t make due to illness. I provided proof and spoke with Airbnb countless times as well. The customer service reps were so kind and sweet, and it was Maxime that kept denying any effort for me to redeem an ounce of hope in this disaster. I was denied even replacing the reservation to later dates. It’s so clear taking the money is all that mattered.. so heartless. Honestly it genuinely made me so sad! I thought Airbnb had a community, human to human! Instead I was met with someone who just wanted to take my money and even pressure me to cancel. What a scam! So sad this is my experience.