Cancel reservation due to apartment damage

[Brigita1]

Hello, Could anyone help me? Airbnb charges me if I cancel my second reservation due to damaged apartment. There was a huge sawage system problem in my apartment and I can not accomodate anyone. According to policy, I should not be charged, but how can I contact airbnb? Because if I choose cancel, it says that they will charge me 50 dollars next time. 

Can anyone help me?

[Marzena4]

You must contact Airbnb Customer Service BEFORE you cancel - use Twitter @AirbnbHelp or the form: https://www.airbnb.com/help/contact_us#/. Or you will find a pinned post in the Help section how to do it: https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide/m-p/16165#M728. And ask them for applying extenuating circumstances.