How do I contact Airbnb with a billing question that needs an immediate answer? Maybe one of you will be willing to help us. We recently had a guest request a cancellation on their reservation because a grandmother in their family had suffered a stroke. Then the guest changed their mind and said they were still coming. After that was all solved an historical ice storm hit Texas and our guest moved their reservation outside of the storm. On the 5th day before this newly scheduled arrival our guest requested another cancellation because his grandfather had passed away. Truthfully, I was a bit perturbed with all the excuses and changes but, wanted to give this young man the benefit of a doubt. So, we immediately changed our 'strict' cancellation policy (before he cancelled) to moderate hoping Airbnb would refund all of his money.
This morning (one week later) Airbnb emailed us this morning that the guest's money (reservation total minus Airbnb fees) is on it's way to our bank and should be deposited within 5 business days. Number one why did Airbnb refund us the money and not the guest? What a hassle!
Then Airbnb sent us a notification that the guest is requesting his money back in the amount of two nights stay minus cleaning fees, etc.
We reviewed the cancelled reservation online. It shows an amount refunded to the guest (100%) and an amount sent to us. What?? Does Airbnb pay us anyway if a guest cancels due to a death? Will someone please explain? Did the guest get his money? Do I wait another week and then try and figure out how to pay the guest outside of Airbnb? I want all transactions to go through this company. What a mess to have put us in. Please? Can anyone help us. Thanks.
Now this man is asking me to refund his money. Does anyone know what is going on? I need to explain this to an actual human.... no computerized operators please?? I need this client happy and out of my life. This is ridiculous and very time consuming! I would appreciate any advice from the community please?