Hi,
I just went through the same situation today. A guest booked my house since April for 2 weeks 20/10-3/11/17. 2 days before her arrival she sends me a message telling me her mother is dying and she is not coming. My policy is that if you cancel within 7 days of arrival you get 50% refund. Then today she contacts ABB to request full refund based on extanuating circumstances and ABB accepts based on proof submitted by my guest. I will now be deducted the refund on my next payments.
The issue as I already mentionned to ABB is that at no point I have seen the evidence and the decision has been unilateral! I find this uttely unfair the more so that I have been unable to fill the days left opened by the cancellation and have lost quite a lot of money in the process.
Even though I am trying to see teh bigger picture and think of all the benefits that ABB has brought, I cannot understand such a unilateral decision.