Airbnb cancelled reservation in middle of stay

[Kps0]

Hi Everyone, I need help to understand Airbnb refund policy. I had guests who checked in on 7th Dec and have stay untill 16th Dec. Yesterday Airbnb cancelled the reservation and called me to say that we are no longer supporting reservation and asked me

to inform when the guests checkout. I drove to the listing and asks the guests who had no clue. They were confused too. They donot want to checkout as Airbnb did not tell them if their money will be refunded. The same question I had was weather I will be paid or not. Airbnb is not sharing any details and is not helping. 

[Emiel1]

@Kps0 

If the guests checked in on the 7th, you have been paid already for this reservation.

Did you checked your Transaction history pages for changes ?

If the reservation is cancelled by Airbnb, then guests have no other choice then to leave.

[Robin4]

@Kps0 

Have you to this point been paid? A check- in on the 7th should have seen funds show up in your account by now!

It could be a glitch of some description so, firstly look in your transaction history, go to upcoming payouts and see if the current stay payout is still listed to be released to you. If it is still active it should show up as a pending payout meaning it has been released to you or an upcoming payout.

Next I would contact Airbnb via Twitter if you have a Twitter account. I have no personal knowledge of this but I am lead to believe the staff who man the twitter feeds have a higher level of expertise than the outsourced phone pool. Those who use this method of contact usually hear back relatively quickly, in most instances within a quarter of an hour. 

Here is the procedure for contacting.

Step 1: Log into Twitter

Step 2: Search for @Airbnbhelp and choose "Follow" them.

Step 3: Send a Direct Message (DM) explaining your issue and wait for their response.  They may ask for personal identification information such as your listing and phone number, but always provide it over DM so it does not become public.

Good luck and I hope you can sort out what is going on here.

Cheers........Rob

[Mary419]

So surely at this point we all know that even if @Kps0 got a payout she has to worry about them taking it right back from her account. I am surprised to see any seasoned users who think receiving the payout means anything at this point.

This is a very concerning scenario and not unique. Please keep us updated. I do not think any of your fellow hosts can explain what to expect or why this should be acceptable. It is not acceptable at all to any home owners I know. Since Airbnb is the one vetting the profile and not even allowing hosts to check photo ID

[Robin4]

@Mary419 

Mary as one seasoned user to another, you know as well as I any problem has a starting point and the object of any help is to advance from that starting point.  @Kps0  may come back with more information that will allow you, I and others to offer a bit more constructive comment.

Of course, as seasoned users, we are all aware that Airbnb will take any perceived debt from a hosts future payouts, but lets not start at that point, lets see how we as a community can help here!

Cheers........Rob