Vivian responded quickly and helpfully. We had to cancel at the last moment due to COVID19, but she was very understanding. Airbnb, on the other hand, has really been terrible. Our arrival date was March 13, and they only refund as of March 14 when the WHO declared a pandemic. LA was a clear epidemic hotspot, and it would have been irresponsible of us to travel. We had to miss our sister-in-law's funeral, and my brother went through that without family, yet Airbnb won't recognize that the danger existed clearly before March 14. In fact, my brother came back from that trip and went into immediate isolation as they came down with COVID symptoms and are presumed positive. Shame on AirBnB! I can't say enough bad things about the company at this point.