I have a little bit of a similar problem with a guest cancelling : the guest wrote to me through the message inbox and I called airbnb to ask how to get the guest a full refund (he was stuck in bad weather across country in an airport). The agent on the phone made a note to make a full refund then told me to have the guest put through a formal cancellation through the system, and when I got an email to approve, I should approve it. I never received any money for that booking, and yet Airbnb deducted $400 from my next booking, and, apparently, refunded the cancelling guest. I've been on the phone 5 times in the last 4 weeks to receive my refund. I've been told it is a "known bug", and when fixed, I will get refunded. However, I cannot make any contact except with the first level agent. The gentleman today said that the 'product specialists' are actually engineers who have to fix the bug, and then refund my $. The phone agents apparently have no ability to contact a supervisor, up the chain of command or do anything but read reports off the screen that say that the bug is still being worked on. I have always used the 855 number listed above, and they know that I'm a Superhost. I find this really frustrating that they erroneously held back $400, and acknowledge is was a mistake, but will do nothing to send my refund, while they fix the bug. Anyone have this problem?
Thanks for any help.