How is no shampoo or soap provided ok?

Yea.. .airbnb's are not hotels, but they sure do like to charge hotel prices (even more) only to not thoroughly clean their space, ask the guests to do half the chores (while charging an exorbitant "cleaning fee"), and skimp on listed accommodations. She was right to ask for a refund.

What exactly was she paying for?? if the host lies, contract cancelled, end of story.