I was looking forward to my quick trip but unfortunately my flight was canceled as part of the holiday storm and was unable to get on another. I informed Shelly as soon as I knew which was 10 hours before my check-in time. I knew what the policy stated but I hoped she might sympathize with my situation and possibly provide a refund. Shelly responded 5 hours later stating that she strictly follows the cancellation policy and would not provide a refund. Since the room is unoccupied and does not need to be cleaned, I requested a refund of the cleaning fee which was refused as well. She suggested I reach out to Airbnb support which was a fruitless 2 hour endeavor because they reached out to her again to only refuse. There were different methods of handling this situation and an unfortunate situation was made worse. I’m giving a star for her responsiveness before the trip although I never heard back if the heated pool in tower 2 was available.