Airbnb issues full refund without communication?

[Si6]

I had a guest who canceled a 2,000 reservation because world juniors games got reduced spectator capacity. I have a strict cancelation policy (for a reason). When they canceled I got an email from Airbnb saying I’ll be receiving a payout minus the cleaning fee.

Today I checked transaction history and saw that this payout was missing. I went back to the reservation and it now says “canceled by Airbnb” and zero dollars are owed to me. NOONE ever contacted me from Airbnb to discuss whether I’m okay with this or to notify me that they decided to issue this refund despite my cancellation policy. What fresh hell is this? Pandemic is nothing new. Why are hosts once again paying up for all the canceled plans???

[Elaine701]

@Donna1176 @Si6 

Unfortunately, they've closed it. They'll never respond again. You can bang your head on that wall until you're bloody, but it's over. 

So, pick yourself up, dust yourself off, and chalk it up to the cost of doing business on Airbnb. 

[Si6]

Update: Airbnb suggests she just didn’t tell me the true reason for her cancelation. Up for a vote - which reason is likely true? Her originally stated reason or that someone had Covid? 

[Si6]

 

[Sarah977]

@Si6  Absurd. Honestly, I know it's a lot of  money you got screwed on, but it doesn't seem like this is worth wasting any more time on. You are dealing with idiots at Airbnb who obviously are intent on supporting the guest and her pathetic lies.

[Glenn-and-Xin0]

I just had Airbnb give a full refund to a person who cancelled 2 hours before his check in time. The reservation was 33 days and my policy is strict. I am currently fighting Airbnb to get my payout. I will explore legal options such as a civil lawsuit against Airbnb and the guest.

[Sarah977]

@Glenn-and-Xin0  Your strict policy doesn't apply to bookings longer than 30 days. All long term bookings have the Long Term cancellation policy attached to them, regardless of a host's normal policy.

However, the Long Term policy is even stricter, as if a guest cancels, they are still charged for the full first month. Read that policy so when you talk to Airbnb you quote that policy, not your Strict one.

The only way the guest could have been refunded is if they claimed they tested positive for Covid, which iscovered by the Extenuating Circumstances policy. They supposedly have to submit proof of that to Airbnb, but hosts have no way of knowing if they actually do. 

Good luck.