Refund to guest

[Dallas2]

I cannot believe I have to ask the community for help on this question because airbnb cannot be bothered. If this is the future the future sucks. 

Guest booked a year out. We have not been paid by airbnb. they cancelled. We are trying to refund everything but our airbnb fees because we'd prefer not to lose money on their cancellation. 

Airbnb is asking for our credit card number to refund the guest money we have not received. Could someone please direct me to sanity because mine is missing, clearly. 

[Ange2]

@Dallas2  I suggest Airbnb Twitter it appears to get quickest and sanest response -  appears you have received a generic answer plucked from a multiple choice cheat sheet for Airbnb staff. Not uncommon in my experience.

[Yousef1]

I also have a similar situation. This was not the case before. Any clarity would be much appreciated. 

[David126]

@Dallas2

I looked at your profile to see what your cancellation condition is and it seems you have taken your listing down.

Was it strict.

PS Good to see @Ange2 back.