cancellation and payout options

[Alison128]

Dear Airbnb

Please help me ! i have had a cancellation on the day of arrival (08/04/2017) and my cancellation policy states that full refund will be given if cancellation is prior to 5 days of arrival

Thus I am expecting the full amount for this cancellation ...just checking is my understanding of my policy correct?

As of today I have only received a 2/3  of the fee and im not sure why ...?

2nd problem, the payout has gone to my payoneer account...which on airbnb shows payout but on my payoneer account shows $0

I have contacted Payoneer on several occassions but i havent received any of my payment through them as a matter of fact im still waiting for my february payout:-(

THUS i have changed my default payment to international payment but it hasnt changed on my account preference so my payouts are still going to payoneer....sob sob

help!!

best wishes

Alison

[Marit-Anne0]

@Alison128

As for the payout for the late cancellation, I believe it must be the cleaning fee.  You do not get paid the cleaning fee as the guest does not stay, thus no cleaning needed.   

For the technical questions, you would need to contact airbnb as fellow hosts on the forum do not have any insights or access to your account and your payout methods.  

Find the community help guides under the "discuss" tab above.