We have a "moderate" cancellation policy. The guests had two accounts (hubby and wife)... Hubby made reservation and wife asked us to cancel from her account - we didn't recognize. We did not respond - yes, our fault for not responding. Then 2 days before their arrival, the guests are charged and then call Airbnb and cancel and get a full refund. We NEVER had one bit of an explanation from Airbnb. Seems like we could have gotten an explanation and maybe a "no fee for the next booking" or some kind of gesture. Nothing. Anyone else with similar experience? Yes, I called Airbnb and said they should have given an explanation to us - this was 7 hours ago.
