Airbnb holding payout

[Kevin3261]

I had an incident where a guest had a medical emergency. I refunded that guest their money before Airbnb had released it to me, I never got a payout for it. Now for my last 2 payments Airbnb had docked money from me wholly or partially in order to “recoup the money refunded” that I never got to see. The Airbnb rep has been less than helpful and can’t even find the reservations based on the numbers. How can I fix this? It’s almost like being kind is biting me in the butt.

[Helen3]

Oh dear you should never refund money before it's released from Airbnb. 

It sounds like the guest will have been refunded twice. Once through Airbnb and once from you . (If I have understood you correctly) 

all you can do is contact the guest explain the situation and hope they will be honest enough to pay you back the over payment . @Kevin3261 

Or are you saying the guest just had the refund from you and that no payment came through from Airbnb? Was it you or the guest that cancelled the booking? 

[Kevin3261]

The booking had already started, so I had called Airbnb and asked them to refund the customer. So Airbnb was the one that had refunded them and never sent me their money. 

they seem to have gotten confused and have been taking money from my other listings to “pay back Airbnb” as if they had already deposited the money into my account. 

[Paula]

Hello @Kevin3261,  as you posted a few days ago in our community, I just wanted to check in and ask if there have been any updates on this situation.

I hope everything has been resolved.