I booked an apartment in a building without knowing that it doesn't have an elevator while my wife suffering from a medical condition that require using elevators and not stairs... The host was kind and accepted to cancel and refund, he didn't want to cancel on his end or didn't know how to, not sure which, I tried to reach Airbnb support to help with this friendly agreement, after all, they are taking a hefty 66 dollars out of a 376 dollars deal...long story short, there is 0 support and they make it super hard to get a refund even if the host is willing to...
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