It was my first time living with Airbnb. The communication of this apartment is terrible.
When I left before the original check-out date, I messaged them about that, and they just told me to leave the keys. At that time, I thought it means cancellation. Then they put the apartment on the market and let the next guest check-in, and refused to refund for the remaining 6 days. The original cancellation policy is a 50% refund for the remaining days, but the apartment just changed the cancellation policy to non-refundable when I negotiate with them. How can they do that???
I called Airbnb support, they told me that the host modified the cancellation policy, which is not allowed, but they just did that. The Airbnb support person also negotiated with the host, but they still refused to refund 50% as the original cancellation policy said.
At that time, the Airbnb support person told me that the system shows my reservation is still active. The host refused a refund, refused to let me check in again, and refused everything. They just occupied my money and let the next guest move in when my reservation is still active.