Payout and cancellation

[Emma126]

I'm a single mom living with my three year old and we recently had an attempted break in -- someone getting in through the kitchen window while we slept upstairs. I was traumatised, and as we head into peak season, busy with airbnb bookings. I had guests coming the following day and continued to host, but it was too much for me. So I cancelled the following weeks' guests, giving me a break until I felt I could be on top of life again. And make sure the house is secure. Now, ten days later, I still haven't received payout from the guests I took on immediately following burglary, before cancellation. Is this normal? Airbnb deactivated my account -- could this be why the funds have not been paid out? Or is it something to do with the cancellation? Also, is it only me, or is there no contact for Airbnb -- no-one from the organization to speak to, only the fellow community who can help? 

[David126]

Maybe the cancellation penalties exceeded the payout?

[Taryn7]

Hi @Emma126

Sorry to hear about the break in! 😞 Glad you and your little one are okay!

I think your best option for contacting Airbnb is through Twitter. Their account is airbnbhelp and you can DM them. I did yesterday and they responded to me on the same day. Good luck! 

[Sherry9]

Deactivating your account its penalty  fit canceling a guests plan to stay.  It happened to me but my cancellation was due to the fact that the stupid calenders do n t keep sinking.  And someone tried to book dates already booked. I found a phone number with  an actual humam being on the other end and i told the story and he sent an email to someone in the position to reverse that and they were going to charge me $150.00 as well. Ouch i was a bit irate. I told them that that a bit abusive when you doubt know three story. I mean what if id lost an eye. Or my child needed me in another country. Anyhow. I suggest you call. Did you cancel the guest the day after your  incedent? 

[Emma126]

Thanks for your mail, I didn't cancel the guest the day after, as I thought that would be a big fail as they would have nowhere to go and to be honest, I thought I would be fine. But I wasn't. Do you have that number? 

[Kathryn75]

I too am having serious problems with AirBnB's support systems. Have you tried calling? With that said, It seems as if you call that you are told the wrong answers or given a serious runaround. 

This is new for AirBnB but bad enough that it may be a good thing that you may not be with AirBnB anymore.

I've been a busy host since 2012 and active with AirBnB since 2009. I will probably shut down my three listings as I think it's concerning how bad service is now.

[Alice-and-Jeff0]

@Emma126 - you've cancelled 4 reservations in the last 2 months - this is why your account had been deactivated.  Airbnb doesn't look favorably on that behavior as a host.  Additionally, these cancellations will cost you, I'm calculating $300US,so you may not have had a payout that was more than this amount.  

https://www.airbnb.com/help/article/990/how-do-host-cancellation-penalties-work .

In the future, you need to contact Airbnb before you cancel if you need to have an exception to the cancellation policy and I'm not sure that a break in, especially since you took guests immediately afterwards, would qualify.