Guests decided to leave during the checkin - Airbnb declared I canceled

[Alain49]

Hi,

I've got an issue here. 

Guests came before the check in time and I decided to let them in 30 mins before the checkin time. Then, after 10 mins the woman decided she won't stay at my place. I spent over an hour to help to find a hotel and a taxi. She is one of the rudest person I've never met. I guess she has some lack of education in her youth. But her kids were really nice.

Obviously, she left. It's her choice. All my other guests were happy staying at my place. My cancellation policy is Moderate so they have to pay 1 full night and 50% of the other nights.

Then 24h later, I saw in my account, Airbnb declared I canceled (which I've nerver done that) and charged me 81€ for cancellation.

I wrote them and try to call them (1h30 of waiting) then I stopped because it's really long. I'll try again tomorrow.

I went to the help cente, I explain the situation and now I can acces to it anymore.

What can I do ?

[Oliver8]

Had something similar, what is the policy and right thing to do in a case like this?

[Stephanie65]

Alain I have also found Airbnb very responsive through their website help form. They will email you back.