My wife and I had a reservation to stay at Rita’s place for 5 nights. Due to a misunderstanding, we weren’t able to get into her place when we arrived and Rita wasn’t available. We ended up canceling our reservation and booking elsewhere. Coincidentally, Rita contacted us shortly after we cancelled but by that time we had already paid for a second Airbnb and couldn’t cancel without a substantial penalty. Although Rita lost our business, she handled the situation very well. She was very friendly and apologized for the mixup, which was equal part hers, ours and Airbnb’s.