Cancellation Policy Ignored

[Corey220]

We manage 7 listings (1 pending), all of which carry and have (almost) always carried a ‘Firm’ cancellation policy.  Just this evening our guest due to check in less than 48 hours cancelled and received a full refund.

AirBnB support claims that our cancellation policy is/was ‘Flexible’, but it wasn’t.  Also, they cannot tell me when I changed my selection, or why it would now be Firm, but 8 days ago when the guest booked it wasn’t.

Now we will have no guest and of course no one else will book on such short notice, but AirBnB doesn’t care.

We were cheated.

I vow to do all I can to lodge formal complaints and issue poor reviews to anything associated with AirBnB.

Further, I will be transitioning all of my business to VRBO as soon as I can.  It may take an entire season/ year, but nothing would please me more at this point.

[Annie1372]

@Corey220 

 You are not the first one to complain about the exact same issue.

contact them day my until you reach a resolution.

keep a detailled log of all of your communication with them

and ensure to fully load your patience

good luck