cancellation

[Stacey80]

I had a booking for this weekend, and I had a 7 day cancellation checked. I changed it to 1 day so the guest could get a full refund. Hours later it still shows up on his end as moderate, and he is being charge the fee.

I then went into my account and cancelled the booking, and was shown there would be no fee (I've never cancelled till now). it is still showing that I have the booking and I have recieved no confirmation that I cancelled. Is there something wrong with the system? How long does this take?

Thank you for any help.

[Michelle-and-Ray0]

The policy in place when they booked is the policy that will apply, even if you try to change it afterwards.
Also, you should never cancel on your end because AirBnB will block those dates as punishment for canceling so they won't be able to be booked again. Because of this, you should NEVER cancel from your end. Make the guest cancel.

[Marzena4]

@Stacey80 But you can still ask the guest to ask Airbnb to cancel the reservation so as to waive any cancellation fees. But it can be done only by Airbnb reps.

To contact Airbnb Customer Service - use Twitter or the form: https://www.airbnb.com/help/contact_us#/

Or you will find a pinned post in the Help section how to do it:
https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide/m-p/16165#M728