I was in town for work and was staying at Aaron's place largely to get a good night's sleep. Aaron let me know as I was arriving to town (around 6 pm) that he thought the heater in the unit next door had a compressor issue and asked if I could check if my heat was working, since the two units are connected. I said sure and checked as soon as I got to the place. My heat was not working and I tried several times to turn it out. Nothing happened. I asked what I should do and let him know that I had just two hours to get dinner and prepare for a very early work start and was concerned about not having heat. He said he couldn't talk but gave me the number of his co-host. My call went straight to VM and I told Aaron, at which point he sent me a link to a YouTube video about the heater and asked if I could watch it and try to get the heat to work. At no point did he ask me things like how much time I could wait or offer to send maintenance. I was becoming quite worried about not getting a sold night's sleep before this very important work day that had brought to town. I then told Aaron I didn't have time to fix it myself and was going to have to find another place. He then told me he would send maintenance that evening, but didn't tell me when or give me any of sense of what to expect or ask how long I could wait or show any concern. At that point, it was 40 degrees out and I was not able to wait to see what might happen or risk sleeping in no heat or staying up for some repair, so I canceled the reservation and booked another place that had working heat. I asked Aaron what the cancellation policy was and at first he told me I could only get a refund if someone else rebooked for that same night. I replied that I didn't understand how it was my responsibility to wait for that possibility when he had not provided me with working heat and I was very clear what my needs were and what his responsibilities are as the host. He then apologized and said I would be refunded once his place was rebooked "anytime". I said thank you and asked him to let me know when that was. And then, the next day, he told me he was sorry, but because no one rebooked that night at 6:30 pm after I canceled, I would not get a refund. I immediately contacted Air bnb and they told me they would open an investigation and that they believed that I was owed a refund. Within a day, I received a full refund. I was also told they spoke with Aaron about communication with guests and his responsibilities as a host.