Airbnb service fee after a cancellation

[Mercedes225]

Hi,

I recently booked and cancelled within 24 hours. The booking is for 3 weeks out and she will surely book again. the host had a "moderate" cancellation policy.  I was charged $70 by airbnb-- the host says she doesn't see any of this money. What is the deal and how can I complain to get a refund?

[Emiel1]

@Mercedes225,

If the host does not has the option "free cancellation within 48 hours" activated on the listing, then normal cancellation policy applies. Which means in the circumstances you described you get refunded, but not the Airbnb guest service fee. Which is offcourse not seen by the host.

Best regards,

Emiel

[Linda108]

@Mercedes225  It might be a glitch in the system as I believe that Air BNB policy is to refund the Air BNB service fee if there is a cancellation within 48 hours of booking.   Perhaps you should contact Air BNB.  Here is a guide for contacting Air BNB.

https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide/m-p/16165#M728