Cancellation and refund

[Miguel41]

Hi,

I have a place listed with instant booking. I received 2 reservations from the same person and both of them were pre-accepted.

The thing is that I had to cancel both of them because the reason for the travel was for a medical procedure and/or surgery and we dont accept that.

I explained that to the host and cancelled both reservations. But now the host is saying that she received the refund for one of the reservations but not for the other one.

Do you know how I can help her?

[Sharon64]

I think you need to call Airbnb customer service.

[Faustino0]

What is airbnb's customer service phone number?

[David126]

I am intrigued, I have never seen someone having such a rule and its not as if you have many rules.

May I ask why?

On the issue, when someone books contra to your rules you should report it and let ABB cancel, make other arrangements for your guest.