I booked a cottage on one of the keys in Florida in April for the end of Sept 2017. It I was charged $170.00, I cancelled the last of June because of my son's wedding day (which is not in their policy), the host granted a refund of $97.00, and AIRBNB kept the rest. The resolution site is pitiful, and this being my first time using them will b my last time. But thank you to the host, sheila. I will stick with hotels.com, I'm 2 stays from a free stay!:-) kellie