I am wondering if anyone has encountered the same problem I have just encountered. Someone canceled who booked back in October. Airbnb is giving them a full refund. I checked my listing and it is set to strict and has been set to strict. I go to the front end as a user and book one of my properties and it gives me flexible cancellation although it’s set to strict on my property settings. I talked to Airbnb and they acknowledged I was set to strict. They said they would get back to me. Three days later I called and they told me people could cancel because I was set to flexible. I looked at the backend and lo and behold I was sent to flexible terms which I have never done. Now all I am getting is the run around. They will not pull up the phone conversation I had with the agent to prove that he saw the settings. They are just telling me they will not refund the money to me and they are giving the customer all their money back.They are acknowledging that their system occasionally flips things to flexible cancellation which is pretty scary. But what is more scary is a host could think they are set to strict which I am and people can still get flexible terms on the front end without the host knowing. And Airbnb will not take responsibility. Now they won’t reply to my request for a transcript. I am a super host with 3 properties.
