Cancellation payout issues

[Steph81]

Hi lovely community 🙂 

I have 3 airbnb properties and host all year round. 

I had a booking arriving on July 27th, they had been confirmed for a while and cancelled on their arrival date. My cancelation policy is moderate so I should have received the payout for this on July 28th. 

I received an Email from airbnb saying that payment hadn't been collected from the guest and this wasn't their responsibility! I've contacted support and have had to explain the issue multiple times and have been told it will be paid, then it wont, then it will etc for what feels like 100 times. I've also been ignored and had a support chat closed with no response at all. 

I called and spoke to somebody who told me they are trying to get the payment from the guest and I just need to wait. 

Shouldn't airbnb have a responsibility to uphold my cancellation policy? I feel that this was airbnbs mistake if payment wasn't taken and I'm feeling really frustrated that I'm having to fight for this so hard, does anyone know the specifics of the policy surrounding this issue? 

Kindest regards, Steph 🙂  

[Alice595]

@Steph81  If Airbnb tried hard and able to collect the payment, you have good luck. Otherwise, you will not be able to get the payment as indicated in their email.

I have encountered guests payment issue before. I received the same email asking me to cancel a guest stay and said that it is not Airbnb responsibility for not able to collect payment. Luckily I notified the guest who still stayed in my place and he called Airbnb to sort the payment issue out. Eventually I received the payment.