Change of creditcard and refund on another card

[Fjola0]

Hi.

I had ordered a stay (apartment) in Valencia, Spain in may. Then I had to cancel because of Covid-19. I had already paid 50% and I will have a refund but I have a new creditcard (not the same I paid the 50% with) but when I cancelled the apartment I got aN e-mail from you saying you would refund me to the same creditcard I paid with, but that is not possible because it has been closed (it got lost). So how can I get my money back?

Please send me an answer. Fjola

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[Gordon0 · Accepted solution]

This is a host forum, @Fjola0, so your message won't get through to Airbnb customer service.

However, what normally happens in these instances (certainly has to me, anyway) is the money is refunded to your (now-closed) credit card provider and you will need to contact them for reimbursement. This normally means they'll re-open your account for this purpose only (then close it).