Hey everyone,
Had guests during a long weekend, unfortunately due to personal reasons had to cancel during their stay, however I did a change of reservation to try open the days and agreed with the guests whatever nights I can get booked I'll refund them, which they agreed with. However air bnb refunded them fully, which means we lost two nights of prime income. Air bnb said that they weren't going to refund them because it was only a change on their end however they deducted the following two guests payments. I saw an article somewhere about changes during a stay follow the cancellation policy which the change was done late on a Saturday which means they shouldn't be refunded the Saturday or Sunday night but are refunded both. Air bnb have closed our chat about this and since the guests have changed it to cancelled booking, technically shouldnt be refunded anything. Hope this makes sense and someone can point me in the right direction to get this fixed. In future I won't be so quick to be helpful and understanding
