Airbnb has taken out a refund that I gave to guest from my payout TWICE. This has been since END OF JAN 2021. NO RESOLUTION after numerous times contacting customer service.

[Carmel36]

Airbnb has taken out a refund that I gave to guest from my payout TWICE. This has been since END OF JAN 2021. NO RESOLUTION after numerous times contacting customer service. Customer service keeps stating that it has been escalated but the result is NOTHING. Please help.

[Emiel1]

@Carmel36

Was the refund processed via resolution centre, did you change the reservation or was it automatically done by cancellation policy ?

Airbnb financial department is probably involved (issue is escalated to them) and they need to investigate and maybe try to get the money back from the guest. It is a "back office", can not be contacted directly, only via Airbnb CS. It can take a long time and in the mean time you only can wait or ask for status. (I took me 9 months to have a payout issue resolved....)