Refund Policy

[Sam9050]

Hello,

i had a guest check in on July 9th, after 3 hours they had some issues with AC and demanded a full refund and cancel the reservation. Me trying to be a good host i agreed thinking ill get the AC fixed and dates rebooked. I never got a single penny from the reservation but airbnb put a negative balance on my account so most future payouts were held by airbnb until the minimum balance was met. Ive called a million time and i cant make sense of it. Was this a system issue? Why did airbnb withhold future payouts when i never got paid from the reservation. Someone help me under the refund policy and if what happened to me is normal?

[Shelley159]

Who canceled the Airbnb booking on the system @Sam9050 , you or the guest?

If the guest canceled, it does seem like there's a system error.