Background: senior guest booked several months ago. Needed easy/no steps/close parking rental. Grandson help her set up her account & find/book rental.
Health emergency so must cancel. She contacted Airbnb. They told her to use website; they couldn’t do cancellation. She needed help. She asked me.
I asked Airbnb to call & help her. Plus told them I was disappointed they turned away a Grandmother/ guest asking for help (shame on them).
Airbnb escalated it to their “special services” team. They called & helped her.
Airbnb asked if I agreed to full refund. Of course I did because she is canceling under a moderate policy & her reservation is >5 nights away.
Then I get this: new? What could it be?