I would like to talk to a customer service person directly at airbnb but can't find out how to.

[John2333]

A guest booked with us on Jan 8, then cancelled on Jan 9.  Our cancellation policy is 'Strict' so he has 48 hrs to cancel without penalty.  I got a message on Jan 9 that said "Per your cancellation policy, a complete refund was given to the guest."  He just emailed me today Feb 11  "I just received my credit card statement. The amount that I paid as a deposit ($789.88) is not was I was refunded. Only $612.50 was refunded. I am still owed the difference of $177.38. Can you please take care of refunding me the rest of my money."  Why was he not refunded the full deposit?  And what am I supposed to do now?  Or what are you supposed to do now?

[Evan131]

I’d love to know how this is resolved, as I am also a guest on this end just now initiating a refund from Airbnb for their fees on a canceled trip. In my case the host refunded the trip, as we could not get ahold of them and were not able to travel, due to extreme weather conditions. So now the host (thankfully) has issued a refund minus the ~$160 fee that Airbnb charged.

I can only hope they will be reasonable and refund or credit toward another trip considering we were refunded from the host and Airbnb is simply pocketing money for service that was not rendered. 

[Sarah977]

@John2333 You are not supposed to do anything. This is between the guest and Airbnb- as a host you have no control over whether Airbnb isn't refunding the service fee or not. Just advise your guest that you have not recieved any $ from this booking, received a message from Airbnb that the guest has been refunded, and that Airbnb has control of the funds, not the host. They will need to contact Airbnb directly if they want to fight the fact that the service fees were retained.