Unfortunately we contracted Covid-19 prior to our stay with Eli which resulted in us needing to isolate while we recovered over the duration of our stay. We immediately contacted Eli (5 days prior) to inform him we were sick and unable to complete our stay. We said we would be initiating a refund as per the 'Extenuating Circumstances Policy' of AirBNB. Despite us sending excerpts of the policy that clearly state we are entitled to a refund due to having contracted Covid-19, Eli tried to tell us multiple times that this was incorrect and he even sent through parts of the policy that omitted the sentences stating we were entitled to a refund. We escalated the issue through AirBNB who promptly approved and gave us a refund.
Initially we believed Eli was unaware of the policy that covered us, however, once he sent us excerpts that were selective to support his side proved to us this wasn't the case.
Overall, it was an extremely stressful situation to be dealing with while being extremely sick with Covid-19. We are extremely grateful to AirBNB whom quickly resolved the matter.
For future customers, if you happen to contract Covid-19 and are unable to complete your stay you are entitled to a full refund!