Thank you for your nice review. I will share it with Nicole, our onsite manager and she will be happy to know that you enjoyed. She mentioned that you and your parents were adorable.
Please kindly note that, unlike many other hosts who has a strict cancellation policy, we have a Moderate one, which means that you get Full Refund until 5 days prior to arrival.
As Nicole explained during check-out to your dad, once the guest is staying, if he/she decides to leave earlier, we cannot refund those nights, since we are not able to use the property again. In your case, you didnt´t even cancel your reservation on Airbnb, therefore those dates appeared as unavailable and we didnt´t rent the unit, which remained empty.
In spite of our policy, we made an exception during hurricane Irma, and we went far beyond by refunding each guest, the nights the building was closed (we were ordered to evacuate it, although finally nothing was damaged). We know most hosts in this building, didn´t refund a penny, using as an excuse that natural disasters were not their fault. We lost money, but we felt we had to help those customers who trusted our company and the quality of our service, specially in difficult moments.
We enjoyed having your parents as our guests and in case you, or your family come back to any of our apartments, we will make sure to have a detail with you.
Thank you for your understanding. It was a pleasure to host your family!