Air bnb cancelled a booking

[Melissa353]

I have a guest that have had their booking cancelled by AIrbnb because they tried to take payment and it rejected due to her card being changed. She has an email saying she has been refunded, but its not the full amount. I have received an email saying the full amount has been refunded. Can anyone help me? Im not sure what to do as they want to go on and rebook but they have been given the full refund....Is there a number or something I can ring at all? 

[Robin4]

@Melissa353

Yes Melissa, I have had this happen too in the past. You do need to contact Airbnb on their Sydney number 0285203333 and they will sort this out for you.

You have to appreciate the entire booking system is computerised and does not respond to logic, it simply responds to a series of commands. Get onto CX and they will sort this out in a flash! 

Good luck with it Melissa.

Cheers.....Rob