Here is what I got:
Hello Justyna & Marco,
Thank you for the reply.
I want to thank you for providing me that information and I will uphold the
cancellation policy in this matter. It was a request as the documentation
they provided was not sufficient in this case to support a refund for the
reimbursement for this case. If so I am reaching out about the resolution
center case the guest started if you would like to make a claim you will
have to go through the resolution center too and make your own claim.
I wanted to take a moment to genuinely express my appreciation and
gratitude for you as a person and host. I realized that you have been
enduring a lot recently with this reservation and wanted to acknowledge
this. I wanted to take this time to make sure you know that I care and so
does the rest of Airbnb.
We are always working to improve our products and policies, and we
encourage you to submit your feedback in direct reply to this email. Even
when unable to accommodate all requests, Airbnb truly values user feedback
-- your voice is both powerful and essential. I’ll be sure to pass your
thoughts on to the right team.
If you have any further questions or concerns, please feel free to reach
out to me anytime and I will be more than happy to assist you.