This just happened to me too! I have been a SuperHost for many years and have two active listings on Airbnb. Suddenly, as I was about to go to bed at 1am, I got an email from Airbnb saying that they cancelled the reservation which has a check in date of today! No explanation! I am shocked and horrified. I already hired our housekeeper to come get the place spiffed up for the guest. I already sent lock codes to the guest and Airbnb already had sent him our address. I am baffled and upset. As usual, "Support" knows nothing and has no authority. They say it was done by some mysterious other department but that this "other department" does not take any incoming phone calls or emails. Supposedly they will "escalate" this to have someone from Airbnb contact me. Even if (big "if") this was canceled for a valid reason, I feel they should have reached out to me first to communicate with me. I am very upset. Feeling very unhappy with Airbnb right now.
The guest profile states that Airbnb already verified the identity of the guest. I spent hours going back and forth before accepting the booking because it was last minute and I wanted to be sure it was not going to be a party. I did my part. Now, the system says they refunded the guest. What??? What about my cancellation policy? If they refunded the guest, that means he paid, so what is the problem? Now I have to stay awake all night waiting for Airbnb to get around to contacting me in response to my "escalated" support request? This is not handled well by Airbnb. Very upset.
If there was any kind of problem with the guest's account, why did Airbnb let him contact me and waste my time? Hello??
@Dennis264Do you have any insight?