Guest cancels but Air refunds them anyway

[Elle5]

Hello,

Last night the guest cancelled after arrival to my place. Even though he cancelled, an Air B and B call center operator listed it as me cancelling. She refused to connect me to a supervisor in the United States. I did find the US number and the person there claimed that the listing was cancelled by me and then gave a whole different excuse why the guest left. The guest made a false claim about my listing ( I have documentation) and now I am out all the money from the reservation.

Has anyone had success with getting money back once Air already refunded guest?  Is there a corporate contact or something that will insure a payment?

Thanks!

[Ana1136]

@Elle5 what exactly happened? Did the guest arrive and then canceled? Did they send a request to cancel which you accepted? If so, that means that you indeed canceled their reservation.

[Elle5]

They arrived and then decided to leave. They did not read my listing fully where I stated that there is no elevator and that it is a 3rd floor flat. This is the actual reason they wanted to cancel. Instead they said that there was a "burning" odor, which was not true.  Both myself and my neighbor verified this. They talked to the call center agent and then I also talked to the center.  The call agent tried to force me to cancel and refund but I refused.  The agent cancelled anyway and marked it that I cancelled. There was no request sent to me and I also said on the phone and in messages to the agents that I was not cancelling.

[Ann489]

@Elle5  what exactly happened? A little more info is needed.  😉