I had to cancel my reservation at Edwin's place the night before my trip to Austin due to a death in the family. I was sad that I wasn't actually able to stay at his place so my review can't speak to the actual listing but I am disappointed by my interactions with the host. I understand the strict cancellation policy in place and respect that, however I would think that during extenuating circumstances that I would at least be able to get half of my payment back for the length of my stay.
I messaged Edwin directly before cancelling apologizing and letting him know what was going on to which I received no response. I then escalated the situation with Airbnb and they tried to reach out to him twice to which he gave no response. I'm sure the place would have been lovely had I gotten a chance to stay there and didn't have to cancel my trip but the lack of empathy and cold responses from the host leading up to our stay was off putting. When I asked genuine questions about our stay prior to knowing I would have to cancel, I was met with automated responses that didn't answer any of my questions. Although I understand the strict cancellation policy in place, I just expected more empathy and warmth compared to the lack of communication I received from the host after messaging saying I had to cancel due to a death in the family and the automated responses leading up to my stay in response to questions I had.