I had a guest cancel a longterm booking

I had a guest cancel a longterm booking

she booked 77 days originally months ago and cancelled 30 days before date. Airbnb sent me an email saying I would still get a part payout,  then all of a sudden they said I would get nothing. She found a place closer to where she wanted to be , so we were obviously just a backup plan all along. We had put alot of planning for where we were going to stay ourselves.  Days later I'm still waiting for a case manager to explain 

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