I had 1 guest booked in November 2019 to stay in July 2020. He canceled in March and per my Strict Cancellation policy, guest would be refunded 50%. I did receive an email in March confirming that 50% right after guest canceled.
On 28 May, more than 2 months from the day guest canceled his booking, Airbnb's CS contacted me asking if I could consider to fully refund to the guest, I said NO, and that CS sent me a message confirming 1 more time that guest would only be refunded per my cancellation policy.
Today, I received 1 new message from that CS telling me that guest would be fully refunded because he had sufficient documents?
Is it a joke Airbnb???
@Lizzie, @Stephanie: is it a joke???