Awaiting payment - not being finalised by guest

[Ron-And-Lilian0]

we have a pending booking with a guest in 2 weeks.  they were doing the payment option and decided to cancel, but the status still says awaiting payment.

This has blocked the room and as such no one else can book.

we have tried to ask to guest to cancel but they say their is nothing in their profile

Suggestions

can AirBNB finalise the cancel?

[Marzena4]

Try to contact Airbnb CS directly, @Ron-And-Lilian0. Even using the form in your profile, or their twitter. Here it is just community of other hosts and guests.