Hi there. I do I cancel the automatic payment of the balance?

[Emma807]

I have paid an initial payment. Unfortunately we have had bad news that my mother has an inoperable aortic aneurysm and has been sent home from hospital for palliative care. We've been told she has days, weeks or months but not years. And so obviously I am needed to care for my mum and cannot take the trip. 

I have emailed the property owner to cancel the reservation.

But this morning have received an email to say the balance will come out automatically in 3 days.  What can I do to stop it please?

[Helen3]

Hello @Emma807 

I am sorry to hear about your mother.

If you need to cancel you will need to cancel on the Airbnb platform yourself by going into the booking confirmation the host can’t do it for you. @Emma807 

you can look at cancelling under Airbnb’s extenuating circumstances policy or making a claim on your travel insurance for a refund .