Airbnb Ignored Long-Term Cancellation Policy – Only Paid 30 Nights Instead of 50

[Michael4654]

Hi everyone,

I’m a host dealing with a situation where Airbnb failed to apply their Long-Term Cancellation Policy correctly, and I’m hoping for visibility and advice.

Reservation ID: HMTTEA4HNS

• Check-in: March 14, 2025

• Guest left early: April 3, 2025

• Original booking: 89 nights

• Airbnb payout: only 30 nights

According to Airbnb’s long-term policy:

• The first 30 nights are non-refundable after check-in.

• If the guest cancels during their stay, they’re responsible for the next 30 nights.

In this case, I should have been compensated for 50 nights total (20 stayed + 30-day notice). Airbnb only paid 30 nights, ignoring the required notice period.

On top of that, the guest:

• Refused compulsory weekly cleaning (clearly listed in house rules)

• Claimed restricted amenity access, even though we just asked for a passport and fingerprint registration, which is standard and required by our building management

Airbnb sided with the guest and canceled the rest of the reservation, with no payout for the 30-day notice. I followed the rules — the guest didn’t.

Has anyone experienced something similar? What steps helped get fair resolution when Airbnb overrode its own policy?

Thanks in advance,

Michael

#Long term stays #Host support #Cancellation policy #Payment issue #Airbnb resolution center

[Michael4654]

Still no resolution from Airbnb support. I’ve escalated through chat and email with no success. Has anyone had a case manager reverse a payout decision before?

[Chippy3]

@Michael4654 it’s frustrating when Airbnb doesn’t apply its own policies properly, especially for long-term reservations that involve significant income.

You are 100% correct based on Airbnb's Long-Term Stay Cancellation Policy:

• Once a guest checks in, the first 30 nights are non-refundable.

• If the guest chooses to leave early, they are still responsible for payment for the next 30 nights from the date of cancellation, regardless of whether they stay or not.

So yes, you should have been paid for 50 nights total (the 20 they stayed + 30 more nights due to early cancellation).

Steps You Can Take:

1. Reopen the Case in the Resolution Center
   Reference Airbnb’s Long-Term Stay Policy directly. Be polite but firm. Include this language:

   "Per Airbnb’s Long-Term Stay Policy, guests are responsible for the 30 nights following cancellation, even if they leave early. I was only paid for 30 nights, and this contradicts Airbnb’s stated policy."

2. Attach Screenshots & Documentation

   • House rules that mention the cleaning requirement

   • Building’s amenity policy

   • Any screenshots showing the policy Airbnb refers to

3. Ask to Escalate to a Senior Case Manager
   Politely request the issue be reviewed by a senior case manager or supervisor, especially when policy enforcement is unclear or improperly applied.

4. Social Media or Community Manager (if needed)
   If support doesn't respond or resolve it, politely raise awareness via @AirbnbHelp on Twitter/X with your case ID. Sometimes this helps get faster attention.

Hope this helps you move toward a fair resolution, and thanks for standing up for hosts who follow the rules.

Let us know how it goes!

[Michael4654]

Update: Airbnb closed my case without honoring their own Long-Term Cancellation Policy.

Guest stayed 20 nights of an 89-night booking. Airbnb only paid me for those 20, not the 30-day notice period required under policy.

Their “Senior Case Manager” just said:

“I tried my best, but I wouldn’t be able to issue a payout from our end, due to certain limitations…”

So… what are those limitations?

Why have a cancellation policy if Airbnb won’t follow it?

@Airbnb @AirbnbHelp — Hosts need answers.

[Joan2709]

@Michael4654 

If I had to guess, I would bet Airbnb mistakenly refunded this guest incorrectly and are dragging their heels on paying you since they already refunded the guest.

Continue eescalate this politely, be matter-of-fact and state your cancellation policy that was in effect and their policy own policy if a guest cancels under that policy. (with quotes and the link to the policy). 

[Michael4654]

Correct @Joan2709 

Their “Senior Case Manager” just said:

“I tried my best, but I wouldn’t be able to issue a payout from our end, due to certain limitations…”

So… what are those limitations?

Why have a cancellation policy if Airbnb won’t follow it?

@Airbnb @AirbnbHelp — Hosts need answers.

[Michael4654]

 

 

[Michael4654]

Thank you for the response, Pratik — but I must respectfully disagree with Airbnb’s handling of this case.

This reservation (ID: HMTTEA4HNS) was booked under the Long-Term Cancellation Policy. According to Airbnb’s own policy:

• After check-in, the first 30 days are non-refundable

• If the guest cancels early, they are financially responsible for the following 30 days

The guest checked in on March 14, 2025 and checked out on April 3, 2025 — staying only 20 nights. Airbnb only paid me for the nights the guest stayed (20), but not for the required 30-day notice period as stated in your long-term cancellation policy. This means I was paid for 20 nights when I should have been paid for 50 nights (20 stayed + 30-day notice).

Additionally, the guest:

• Refused compulsory weekly cleaning, which was clearly listed in the house rules

• Claimed restricted access, when in reality they refused to complete passport submission and fingerprint registration, which are legally required by the building management for amenity access

These issues arose due to the guest not following clearly communicated and agreed-upon rules — not because of any failure on my part as a host.

To now be told that Airbnb cannot issue the payout “due to certain limitations” is unacceptable. No specific justification was given, and no explanation has been provided as to why Airbnb is overriding its own written policy.

This is not only financially damaging but sets a deeply concerning precedent for all hosts. If Airbnb policies can be disregarded at will, how can hosts feel protected?

I am asking for a transparent explanation:

• Why was the 30-day notice payout denied, despite being required under Airbnb’s Long-Term Policy?

• What specific “limitations” prevented Airbnb from honoring its own terms?

I am also sharing this publicly because hosts deserve to know when policies are not being upheld, so we can protect our listings and businesses accordingly.

Thank you to anyone in the community who has insight, advice, or shared experience here. Your support is appreciated.

– Michael

[Bob297]

@Michael4654 
I stayed in Capetown
Had to show my passport
Had my fingerprints taken.
Resort (safety) rules
Was informed beforehand.
No problem on my side

Why are some guests so difficult?