Cancellation Policy Incorrectly Administered

[Mike292]

Hi Community,

I received a booking request after changing my cancellation policy to strict. I approved the request, the guest cancelled and was automatically refunded the full amount. Is there any way to enforce the policy or escalate to AirBnB for assistance?

Thanks in advance,

Mike

[Linda108]

@Mike292  There are some circumstances in which the policy is waived by Air BNB.  Contact Air BNB to see if that is what happened or if there was an Air BNB mistake.

Here is a link about contacting Air BNB

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

[Branka-and-Silvia0]

@Mike292

maybe he canceled bc Extenuating circumstances ( https://www.airbnb.com/help/article/1320/what-is-airbnb-s-extenuating-circumstances-policy ) or... maybe Airbnb just do whatever is possible to keep guests, even if that means to break it's own rules 😞