Plushy Hosts was extremely difficult to communicate with, which made our experience terrible. My boyfriend and I were planning to stay at a Plushy Host-managed property in Kauai from March 19-March 28. However, we were unable to, due to COVID-19 travel restrictions and safety concerns. We are grad students in Seattle and were advised by both our school and governor not to travel. Even Hawaii’s Governor urged all tourists to cancel all non-essential travel. We reached out to both VRBO and Plushy Host multiple times weeks before our scheduled travel date to notify them of our mandatory shelter-at-home policy. We continued to call through the dates of our scheduled trips. While VRBO was somewhat helpful, Plushy Host flat out refused to give us ANY refund, or even offer travel credits. Even though we were told by one representative (Quinn?) that Plushy would provide a refund as long as it was approved by VRBO, later representatives (i.e. Mary) told us inconsistently that no refund at all would be given. The reason provided was that Plushy’s cancellation policy was strict, and did not allow for refunds. However, when we asked on multiple occasions to see the policy, we were only ever sent HomeAway’s policy (which encourages refunds in the spirit of hospitality) and we still have never once been able to read Plushy’s cancellation policy. It is not posted online and we have never received an email with it. It is inconceivable that a company would enforce a cancellation policy without ever even allowing their customers to read/review it. We asked three times to speak with a manager to explain our situation and were either told that there was no manager on site, or that they would have the manager call us back within 24 hours. We never received any calls from any managers. We were even told by two separate VRBO representatives that they would personally reach out to Plushy themselves to tell them to process the refunds, but to no avail. We were ultimately charged the FULL AMOUNT for all 9 nights, INCLUDING cleaning and service fees. Although we understand COVID-19 is creating difficult conditions for businesses, we feel that Plushy's lack of any type of flexibility essentially amounted to both: (1) encouraging travel against government advisories, and (2) seeking to profit off of a global pandemic. We are both very reasonable people and can be sympathetic to businesses during this time. But as customers, we also ask for some flexibility in light of the circumstances, just as the majority of other corporations/companies have done in light of the pandemic. At the very least, we would have expected to receive consistent answers and to be treated with respect, but Plushy told us they would provide us with a refund, only to deny it later. We were also hung up on multiple times and never received return calls when we were promised them. As students, this was a huge chunk of money for us. We felt that we were doing the right thing by canceling our trip, but we were met with zero flexibility by the host. Overall, the lack of concrete answers, responsiveness, and any sense of understanding by the host has made this a very stressful and terrible experience for us.