Host cancellation fee

[Dave1581]

Hi. I've charged a £400 cancellation fee from a reservation made several months ago. It has only just been brought to my attention when it was taken off the payout for a recent stay.

The guests made several false claims of problems at my property and cancelled their stay soon after their arrival.  I discussed it with an airbnb rep at the time and disputed the claims and the refund. I was not informed of the fee.

I can't find how to dispute it now. Can anyone point me in right direction? 

Can anyone give advicse on how I should approach the issue?

Thanks. 

Just some more detail,

The claims which were made were;

Heaters not working, and included a photo of UK plugs next to euro sockets,  the house is in France, there are UK sockets in every room.

Cobwebs on the outside of window frames. The booking was made at very short notice, so I had arranged for my house keeper to come and do a spruce up ASAP which was the day after arrival, which agreed before check in.

Fridge not working. The fridge was working although the light inside was not.

Mould on walls, with photo some flaking paint, not mould,  as subsequently checked, on the wall behind the fridge.  The fridge had been pulled out from under the stairs and again this was agreed to be cleaned the next day.

[Emilie]

Hi @Dave1581, 

Did you manage to find a solution with the Support team in the end?

If not, it would be great to know what's happened since your post so other hosts can guide you further.

Thanks 🙂

Emilie

[Dave1581]

 I've had a really good outcome. Janhvi from airbnb proactively contacted me after seeing post on the airbnb community forum. She was understanding and supportive and after a couple of conversations agreed to refund the £400.

Lesson. Be professional and courteous and airbnb support will help resolve problems. Thank you Janhvi.