a claimed cancellation

[Paula82]

About 10 days ago, I sent a "Your reservation's coming right up" sort of email with the door code and general info on it to a guest scheduled to arrive 7/24.  She emailed back to say she had emailed me "several times" to tell me they weren't coming. I had no such emails, nor did I get a cancellation notice from Airbnb, and I let her know that.  I asked her to cancel her reservation through Airbnb to receive her refund, etc.   I did not volunteer to cancel her reservation for her as I did not wish to get dinged for cancelling a confirmed reservation but asked her to be sure to go in and cancel her own.  

Over these 10 days, I did not hear from Airbnb regarding the cancellation.  Today, I received an email from her claiming she cancelled "months ago" and "what's up Airbnb and Paula"?   It seems she blew off the original cancellation and also my request that she cancel her own reservation.  What now?  

I do not want a nasty review from this woman.  A review of our message thread shows that she did not email me through Airbnb and since she didn't have my personal email address, I really don't know who she thought she was emailing about this reservation.

Please help!

[David126]

If she is not staying then she can not review.

My guess is she is confused, she can only cancel through ABB, emailing you has no effect.

ABB have her money and your cancellation policy determines what if anything she gets back.

You can remind her is she wished to cancel she can do so on the ABB website, you can not do it for her.

[Sandra126]

My guess is that she has done what a guest did to me recently, she clicked ''reply'' to an Air generated message, goes nowhere unless you click ''reply'' within the message. Quite possible that is it. The same guest also texted me, again through hitting ''reply'' to the message instead of within it. Hence I was unable to reply as I really never got her message!