Vince has let me down. After our plans changed and we couldn't check in, I didn't ask for a full refund. All I asked for a is "cleaning fee" refund, since we "cancelled before check-in". Which is AirBnb policy. Vince has ghosted me for a bit and then said it is up to AirBnb. I reached out to the support team and was redirected back to Vince due to "...we're not able to process [the refund] as your host is connected to a property manager." Yikes. So it is up to his discretion but he is ghosting me now. Not a great experience. Not the way to treat your guests.