Cancellation

[Sarah2500]

Hello

a guest has cancelled and Airbnb sent us an email to confirm. It listed our payout as per our policy but the payment has not been made. It seems impossible to speak to anyone at airbnb about this. 

[Elena87]

@Sarah2500 

When was the guest originally meant to check in?

Keep in mind that cancellation payments aren't released immediately but issued the day after the notional check-in date.

[Sarah2500]

4 days ago. We had an email stating payment would be made 24 hrs after check  in. That was 3 days ago.

[Chantal573]

My Niece booked at an Airbnb in Margate - upon booking they paid half of the fee and almost 3 weeks before they were due to go to the Airbnb they cancelled - She received an email stating that she will be refunded what they paid and now there has been a change and she will not be getting any money back - I have read the policy and no where in there does it say you will only get a refund if the whole amount is paid.

Please advise or I am taking this to the socials....