An Airbnb customer who was initially denied the rebooking of her Airbnb reservation under a “major events” policy near the Palisades wildfires in Los Angeles has received a full refund.

Airbnb is getting backlash after initially failing to cancel one woman’s booking for a property near the Palisades Fire ravaging Los Angeles, California. Ana Mostarac wrote on X that the company “failed in the moment when it matters most.

Airbnb policies, generally speaking, do not favor guests. When it comes to canceling a reservation past a certain date, there are few accepted reasons that ultimately result in a full refund. In fact,

Airbnb has declined customers asking for refunds after cancelling trips due to the forest fires across the Pacific Palisades.

The wildfire is tearing through the wealthy Pacific Palisades neighborhood, torching schools and multi-million dollar homes.