Default cancellation policy setting

[Robyn95]

Hi there. 
Has anyone else’s experienced the fault in  Airbnb’s system? We had a booking cancelled 5 days before guests were supposed to have arrived. They were given a full refund. When I inquired why to Airbnb they said we had changed our cancellation policy to moderate in November. We never have had a moderate cancellation policy. We have had our account for 10 years and it has always been firm. We experienced the same issue last Christmas for another property when guests cancelled the day before. Again they were given a full refund and I was told my cancellation policy was moderate when I know full well that it was set at firm. We lost a substantial amount of money. 
I have since discovered that if you change some things on your listing or make a special personalized offer to a potential booking the system defaults back to Airbnb’s preferred cancellation policy ie Moderate as this is the setting that generates the most profit for them. 
I have complained to Airbnb but get a message saying I changed my account setting and that they will not discuss this matter any further with me!!!

The only way you can prevent this is to continually check your cancellation setting. 
it surely cannot be legal that this platform can change your setting but trying to get Airbnb to admit they have a fault is like hitting your head against a brick wall. 

[Joan2709]

@Robyn95 

That is odd...

I have had Instant Book settings "magically" be turned on but not changes made to the cancellation policy without myself or a Co Host doing it. I will say that some have mentioned changes made without their knowledge, only to discover a Co Host actually did make a change (on purpose or inadvertently) and the Owner didn't know about it. I see you do have a Co Host?

You can check the Activity Log for changes to the listing (not all changes appear, but many do).

Go to

Listing Editor

Co Hosts

Tap the Photo of the Co Host (or Owner)

Scroll down to Activity Log

You can even narrow it down to the date that Airbnb said the change was made in the log:

Do let us know if you are able to see the change to the cancellation policy in the log. I'm curious if that is recorded in the Activity Log.