Strange cancellation calculation by AirBnb

David-and-Fiona0
Level 10
Panglao, Philippines

Strange cancellation calculation by AirBnb

I just had a guest cancel a 5 day reservation 2 days before scheduled check in. My policy is moderate so by understanding I should receive the full booking amount but Airbnb is refunding them approximately 1/3 of the booking. Email below. Any thoughts? 

 

Hi David & Fiona,
We regret to inform you that your guest  cancelled reservation  starting on 2017-02-03. Per your cancellation policy, your payout has been updated to ₱13810. Your guest was refunded ¥1355.
An adjustment of -₱9223 has been applied to your account.
For more information on cancellation payouts, please see our FAQ.
Your calendar has also been updated to show that the previously booked dates are now available.
Regards,
The Airbnb Team

2 Replies 2
Cynthia-and-Chris1
Level 10
Vancouver, WA

If the guest cancels less than 5 days in advance, the first night is non-refundable but 50% of the accommodation fees for remaining nights will be refunded.  Cleaning fees are always refunded if the guest doesn't check in.

 

https://www.airbnb.com/home/cancellation_policies#moderate

@Cynthia-and-Chris1  Thanks for the clarification. I must have misunderstood. This is only our second cancelation and I thought previously we were paid the full amount.