Issue with payout

[Louis1783]

Last Thursday I received a reservation which then immediately was cancelled and message was blocked . Shortly after that I received a second reservation; this time Airbnb released my phone number to guest, property address and the door code. I looked at message and that message was also blocked . So then I receive a call on WhatsApp from the guest saying they would be arriving shortly.  At that point I contacted Airbnb and asked why as the message blocked. Within a few minutes the reservation was cancelled and refunded to guest . Except they released the property address and door code!  I had to get in my car at 1am and drive 45 mins to the property address to secure the property since Airbnb had given all info needed to get in .   I spoke to the rep of Airbnb and she assured me that I would receive the payout of the second reservation and also clearly stated this on a text message which I screenshot . 
So now after speaking to several reps this last one tells me that I won’t receive a payout . So basically I was mislead and given misinformation by Airbnb rep and of coarse I have receipts evidence of this . 
I feel it’s unacceptable that Airbnb is now changing the narrative . What should I do ? 

[Helen3]

Hi @Louis1783 

I don't allow instant book for any booking within 48 hours of arrival to help avoid this sort of scenario.

it sounds like you have your setting so that anyone can instant book even on the same day which means they can access self check in information immediately. In your situation I wouldn't allow instant book for same day bookings .

I am sorry you were misled by customer services . 

[Joan2709]

@Louis1783 

I would change your Advance Notice Settings on your calendar so guests can't instant book on short notice, they would need to send a request to book as @Helen3 suggests:

I'm thinking you actually dodged a bullet on this one, as it is highly unusual for a message to be blocked by Airbnb. This usually means the guest's profile has been flagged by Airbnb for some reason (usually fraudulent activity) and that is why the reservation was cancelled.

[Louis1783]

Thanks 

[Louis1783 · Accepted solution]

Airbnb finally paid  me out . 

[Marcin65]

Hi @Louis1783  . I do not post automatic check-in instructions in my listings. I accept reservations until 9 p.m. I send check-in instructions via text message. There is no way this could happen with my mode of operation.

[Al317]

Oh 

ok 

thanks for this information 

[Louis1783]

thanks for suggestion

[Louis1783]

Airbnb finally paid me out 

[Frances3408]

@Louis1783. Regarding your concern on access, this is exactly why I do not synch my smartlock door codes with Airbnb (ie I do not put this critical access info on Airbnb site). I get to control the timing release, but also I can cancel, update in a nano second all remotely. I understand the current system does not allow this. I have never had to do this so far, only once to allow a slightly earlier check in.

Regarding having your address thats always a risk, again I mitigate with cameras.

The other issues have already been covered by other hosts here. Good luck.

[Louis1783]

Thank you 

[Louis1783]

They resolved the issue and paid me out 

[Louis1783]

update : 

Airbnb contacted me and I had it escalated and spoke to the escalated dept and they paid me out .  I’m very satisfied with the results . And happy with Airbnb