Is this normal. A guest cancelled a week with me in August. I received an email from Airbnb that I would receive half of the fee because of my 'cancellation policy', this amounted to approximately €500. The loss to me at the height of the season is €1,100.00. However today I received a message from Airbnb to say the guest had received a full refund because of 'extenuating circumstances'. No one from Airbnb contacted me to ask if I was happy with this arrangement. The guest said they had been in an accident and could not travel however I have not seen any proof of evidence that this is the case. How do I resolve this ? I have been in touch with Airbnb and they are 'investigating' but I have heard nothing back as yet.
