I had a guest reserve for 28 nights. According to airbnb "long term" cancellation policies, that guest relinquished 100% when reservation was cancelled last minute. I was able to get another booking, and when guest requested a refund for the nights that had been re-booked, I attempted to provide the 13 nights refund. Got an "error" message from airbnb. So I contacted them, and their CS person assisted and assured me that it had been taken care of. Later, I got another reservation. I attempted to refund the (original) guest for 5 more nights. In doing so, however, I saw that airbnb had already refunded that guest 100% without my consent. And here I am, complying with their rules and trying to do the "right thing" while still paying my bills. I FINALLY get a response from airbnb (after numerous Twitter help communications) late on Friday afternoon saying, "I will look into this for you, but I have the next two days off." Meanwhile, my account is showing a deficit of Almost $1100. Any body have any tips on getting through to airbnb customer support? Dealing with similar BS? As soon as I get this sorted, I am SO leaving airbnb - no longer sticking up for the hosts. They set the rules and then don't abide by them (must be a theme in our current world). Thanks for lettinging me vent - any suggestions or similar complaints are welcome!