Airbnb cancelled my booking!

[Matheus206]

I have been contacting the Airbnb team for days.
They cancelled my booking and said it was an error.
Then, I've been asking them to refund me as I was charged a cancellation fee.
I've never cancelled my booking!!

Now they don't answer and said it was an error.
I've lost my booking for 3 months and I don't even know how it works.
They canceled it on December 10th.
Does it mean I can stay in my place until January 9th and then have to make a new reservation?
What's happening?

No assistance has been given. I don't know what's going on at all.

[Alicia753]

Hi @Matheus206 you may consider the following to resolve this issue. 

1. Before contacting support, ensure you have all relevant information handy, such as your booking confirmation number, the details of the cancellation, and any correspondence with the host to prove that you never canceled.

2. When you get in touch with Airbnb support, explain the situation clearly and concisely. State that your booking was canceled by the host due to an error and that you were unfairly charged a cancellation fee.

3. If you don’t receive a response within a reasonable time frame, follow up. Keep all your communications polite but firm.

4. For future bookings, consider opting for listings with flexible cancellation policies and read host reviews carefully.

If the reservation that was canceled is supposed to be after Jan 9, then yes, you will need to make a new reservation. Hope this helps!