We have been relatively happy with Air BNB as super hosts, however, we just encountered something that makes absolutely no sense whatsoever. A guest (HMH8FYPRF8) started their stay on August 31, 2020 and were to check out on September 10, 2020. They were given a discount for a weekly booking reducing their rate significantly. The guest called Air BNB at 10 PM on September 5, 2020 then cancelled his stay. Air BNB contacted us and told us that this guest was to leave immediately. We believed Air BNB. Imagine our suprise when, first, he contacted us the next day to ask if he could stay until noon (the answer was a no but what the hell was he still doing in our cottage? Didn't Air BNB tell him he had to go immediately?
NOW we find out that according to our dashboard, this guest was refunded his entire payment?
We have a flexible cancellation policy but, according to your policy it's only good until the day of checkin. Why was he refunded anything at a discounted rate and why is it showing that he got to game the system and stay for a discounted weekly rate for only 5 days????