Unfortunately our trip to Sydney for life saving radiation for our dog was cancelled abruptly so we didn't get to stay here
We gave a weeks notice & thought because of that they might help us out by giving more than half our money back but they declined. I tried to make contact numerous times and was in contact with Airbnb suppet (who were also very tardy with their support)
we had a short window to cancel and by the time they got back to us it meant they kept all of our money. I put in 2 requests to receive more than half back because I thought with the notice that could re-list and be able to keep half our money and get more guests
however they gave me the run around saying "yes fine go ahead" or "ok we can do that" and then did absolutely nothing to help us out.
My final contact I asked them to at least refund us the cleaning charge as we weren't there to warrant that - to which they approved.
very disappointing experience when you think someone might have some empathy to a situation and meet you half way.
we weren't asking a lot and as experienced hosts we have been there.
our first location we were to stay in Sydney with only one days notice we're happy to refund the whole amount. it just shows when someone has some empathy & understanding