My account being debited

[Emma239]

I had some guests who arrived last year in August of 2016.  They literally stayed at the apartment for no more than three hours - they used the swimming pool, the towels and had a siesta in the bed.  They then left and called me to say that they had had a medical emergency and wouldn't be returning.  They requested a full refund and I told Airbnb to refund them only 50 Euros as they had already used the facilities and I still had to re-clean the apartment.  I have new clients arrived yesterday and was supposed to receive 176.36 Euros but I notice they have only deposited 38.36 Euros because they credited the guest from last year with the full 138.00 Euros against my wishes.  What can I do about this.  This was all sorted last year and can't believe that Airbnb has debited my account again.  Obviously I can't get in touch with anyone at Airbnb.

[Alice-and-Jeff0]

@Emma239 - Last year when the guests checked in, 24 hours later you were paid in full for the entire reservation.  When you agreed to a refund, that needs to come back out of funds paid to you.  Since it sounds like you've had no other guests since then, it is being deducted now.  If the guests had a medical emergency and were able to provide proof to Airbnb that the had "Extenuating Circumstances" they are entitled to a full refund and those funds get paid from your earnings.  

You can read about these policies: 

https://www.airbnb.com/help/article/1320/what-is-airbnb-s-extenuating-circumstances-policy

https://www.airbnb.com/terms/payments_terms

"If, as a Host, your Guest cancels a confirmed Booking or Airbnb decides that it is necessary to cancel a confirmed Booking, and Airbnb issues a refund to the Guest in accordance with the Guest Refund Policy, Extenuating Circumstances Policy or other applicable cancellation policies, you agree that in the event you have already been paid, Airbnb Payments will be entitled to recover the amount of any such refund from you, including by subtracting such refund amount out from any future Accommodation Fees due to you."