This is very helpful. I am also new to Airbnb, since Oct. 2021. We live in a popular beach area. If you can believe it we had 2 last minute bookings, and 2 cancellation requests on the same day, for the same day. I felt sorry for the first one (he said his car broke down and could not make the day trip) so I contacted support and allowed the refund. I have a firm cancellation policy. The date was reopened and 2 hours later another last minute booking came in. Then yes you guessed it within the hour that they were to check in, I get a phone call saying one of their party had a sick child, at home and they had to cancel. So back to support to give them a refund. I did not realize I could of said, if it gets rebooked I could refund some money. They booked for 4 people and that is a different amount than when just 2 book our place. So I would of refunded 50% if I got another last minute booking. If they go to airbnb and say I refused to give a refund, and they claim illness as a circumstance, who does airbnb side with?