I wrote this as feedback (as I didn't have another way to contact Airbnb):
"Hello, we had a guest book for 9/11 to 10/31. His employees unexpectedly left town on 10/11, but did not revise the reservation. We cannot book guests and recently lost a month long stay because of it.
They just now said they want their money back for the 20 days they skipped out on. We have a 5 day notice cancellation policy, so they would only get 15 days worth, not 20. They haven't confirmed the change of dates, so we are losing more potential guests. I believe they don't want cancellation fees on their end, which is why they are pushing us to do it. I've read, to be a super host, you cannot do cancellations though.
It's becoming a hassle, especially with how we went above and beyond for his employees that stayed. Can you please open up the rest of October? Also, how much do we refund for the 15 days (with exception of some kind of hassle fee), since they won't help fix this, causing us to lose more guests. Thank you so much!"
I just recently read that me changing the dates for them on my end will also cause a penalty for me as well. Is this true? This is my first set of guests & it has been problem after problem. The employees of his that stayed were wonderful (and they loved their visit), but the owner who reserved it is making it more work than it has to be. We've already lost a month long booking & may possibly lose World Series visitors. Any advice? I was thinking of getting a Twitter page so I can write Airbnb on there... Though I was hoping a representative would find this message. Thank you!