My partner and I were due to fly out to Austin, for the eclipse and had booked Thunderhead for the days after the festival before I flew back to England. However, we had to turn back after an hour of driving through a full-on blizzard to Reno airport and on the repeated advice of transport safety personnel who were stationed on the road, and therefore never made it to Austin. This was 5 days before our scheduled stay at Thunderhead, and I immediately rang Vacasa who were managing the property and explained the situation, and they told me to ring Booking.com, through whom the booking was made. The customer service at Booking.com was excellent, and without my asking they said that they would contact the hosts immediately and ask for a cancellation given the circumstances. I also wrote directly to the hosts, again explaining the situation and offering sincere apologies but not asking for a refund or anything of the sort. However, I did not hear back and Booking.com wrote to me 2 days later saying that they also didn't hear anything back. It was only after my return to the UK and a barrage of requests to post a review, that I emailed the property again and explained my extreme disappointment with their complete lack of communication to both myself and Booking.com did I finally get a response and I suspect that this was only because I said that I would need to post a review detailing the issues with communication. Suddenly they are very proactive in communicating but have not once offered an apology or explanation for why they completely ignored communication before from both myself, a customer and Booking.com, their agent. The sad thing is that someone could have had a place to stay during that time when I know Austin would have been really busy with people visiting for the eclipse and a real shortage of accommodation.