Need help with customer support

[AZ-Housing0]

So one of our listings is on 1st floor and it says on listing description. We had $1200 reservation that guest booked, apparently they did not stayed, because they haven't read that and didn't wanted ground floor. So after reservation ended and our calendar was blocked during all reservation customer service refunded guest all $1200 and stopped answering to our messages. Any thoughts?

[Alex9212]

@Catherine-Powell can you please help?

[Bhumika]

Hi @Alex9212 @AZ-Housing0 ,

I came across your post and have forwarded it to the related teams. I hope someone from the team gets in touch with you soon after looking into the details of your concerns. 

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[AZ-Housing0]

Thank you.

[Helen3]

Ring and message customer services two or three times a day and reach out to Airbnb on their social media,.

If as you say it was clear that the listing was on the ground floor and your cancellation policy didn't allow for a refund once the stay had started then they shouldn't have got a refund.

@AZ-Housing0