Although, I had to cancel my reservation the day I was scheduled to check-in due to an emergency, Bill was very understanding and helpful in helping me get a refund. Since it was my first time canceling less than 24 hours, I was not aware I needed to cancel through Air BnB. Bill reached out to me via email letting me know that on his end my reservation was still open. He suggested I call Air BnB customer service to see if there was anyway I could get refunded for the second night. Thankfully, I called and they refunded me the second night, fees and cleaning fee! I greatly appreciate Bill going above and beyond. He answered every question so quickly prior to my visits but unfortunately, I had to cancel. In the future, I hope to make a reservation with Bill.