Two guests booked a 2-1/2 mo. stay. They stayed 17 nights in my place then canceled without notice. Once guest check in I always follow-up after 2-days to make sure they're settled in, answer questions, if any, and ensure all is well. With this long-term stay, I followed up again after 14 days to make sure all is well and if there, was mail/parcels left for me. I didn't receive a reply until 3 days later letting me that they had left my place the night before and canceled the reservation after staying in my place for 17 nights. Suddenly, the guest reported that the mattress was cheap and gave them backaches... I knew this was untrue because the mattress was a king-sized special ordered south of France orthopedic "Coronation Series" mattress that rendered an exceptional night sleep. Nevertheless, the guest filed a bogus claim with photos to which I replied with photos and my counter to their claim.
After an extended review by Airbnb's Dispute Resolution investigation a decision was rendered in my favor. I received notice in my Transaction History of a $3,728 payout would be on June 20, 2019. However, the payout was not made. I was promised repeatedly by Airbnb that payment had been processed and that I should check with my payout method for why I had not received payment. I then reviewed the Payment Terms of Service thoroughly which stated that payment is received in advance before guest check-in. Later, I was told that Airbnb offered this guest installments and that the guest canceled their payment method. Yet, the guest is an Airbnb host in Paris, France. I feel that Airbnb has a duty and obligation to pay me my fees that were recorded on their books as a pending payout. While, I've been led on and given untrue updates for years, the payment is still due and outstanding on my books. Pay me!
Since this incidence relates to Airbnb's Cancellation Policy, I’d love to heard from Airbnb Global Officer Catherine Powell about the status and resolution, as well as, welcoming comments from other hosts.
