disrespect and deception of customers

[Данил0]

I will tell you one case. guests have booked my apartment and paid. but airbnb cannot pay me as payoneer does not work. I asked airbnb to refund guests and cancel the reservation. to which they replied that they would fine me for canceling the reservation. I don't want to rent an apartment through airbnb after such an incident. since they are wrong. they have a breakdown on the site, and gave me penalties . isnt it right. get away from them.

[Anonymous]

@Данил0 When a guest books with Airbnb, the money isn't automatically transferred to the host. Airbnb only releases the payment after the guest's check-in date. Normally it would be possible to change to a different payment method before this time, if the intermediary transfer app you're using is temporarily out of order You can also delay the transfer by bundling payments, until you're able to resolve the issue.

When you contacted customer support, did they advise you that it was necessary to cancel the booking? Or might there have been a miscommunication somewhere down the line?

[Данил0]

It was my first booking. And in Russia it is only one way to get money through payoneer sister. But this sistem is not working about one month. Technical support told me about it. So customer support told me that I have to cancelled the booking or I should wait when they will fix problem with payments.

[Sarah977]

@Данил0  It sounds like you had the misfortune to speak to an uninformed Airbnb rep. They should never have told you to cancel the booking- Airbnb should have cancelled it as an adminstration cancellation (penalty free) if their payment method to you is acknowleged as being unworkable.

You should try to get the penalties removed, on the basis that it isn't your fault that there are issues with not being able to receive payments, but Airbnb's responsibility to straighten out with their payment intermediary.