Wrong cancellation applied

[Camilla282]

I have just had a guest cancel with less than 2 days notice, my cancellation policy has ALWAYS been firm however airb&b and refunded her the whole amount and said I am not due a payout as when the guest booked it was under flexible cancellation policy which is absolutely not possible as I have never ever had that policy on my listing!? 
we have paid gardeners and a professional cleaning company and now will be seriously out of pocket. Any advice?

[Mike-And-Jane0]

@Camilla282 I suspect customer services just made up the first thing that came into their heads. If you call again you will probably get a different answer. Do you know why the guest cancelled?Also if you look under reservations you should see the cancellation policy assigned to each booking

[Camilla282]

Guest said “unable to travel” so frustrating that the settings I have taken hours to apply to my listing have just been totally ignored and a full refund given with less than 48 hours notice! Ridiculous really. Thank you for the reply I will call them again @Mike-And-Jane0 

[Amanda660]

@Camilla282 if you go to the booking what policy does it say it was booked under?  I’ve heard of folks whose listing that has jumped into a more flexible category before without their knowledge.