Security deposit return on a card that was cancelled

[Meredith31]

Hello! I was recently contacted by a previous guest who originally booked the reservation on one credit card and then had to cancel that card because it was compromised. She never received her security deposit back since the original payment was made on the card she had to cancel. She is now requesting that money, and since I never withheld it, I am not in a position to pay her out of my own pocket. Does anyone have any suggestions on who she can contact and the number? Thanks in advance for your help!

Best,

Meredith

[Steve143]

Hello @Meredith31,

Airbnb doesn't deduct the security deposit in advance so there should not be any money for them to return to the guest.

You can suggest to the guest that they contact Airbnb support if they have any questions.

There is a llist of phone numbers and details of other contact methods in the Contact Airbnb: A Community Help Guide post on this forum.

It can be seen by typing "contact airbnb" in the "Search the community" box on these help pages where you posted this question.

Once you give them the number and info tell them that you're out of the loop.

See How does Airbnb handle security deposits?

Steve.

[Annette33]

In addition to the valuable info @Steve143 gave, you may copy this from the Airbnb help guide, so it is clear to the guest that the security deposit never got taken out of her account in the first place, as I assume you didn't file a claim, and/or 14 days have passed. That should reassure her, no need to even call Airbnb. 

here it is, sorry that on mobile I couln't copy the link to it:

What happens if a host makes a claim on my security deposit?

When you book a listing with a security deposit, your payment details are stored but not charged or authorised for the deposit unless the host makes a claim. The host has 14 days from your checkout date to make a claim on the deposit for damages to their property.