Just wanted to pass along something crazy currently, and will keep people updated.
TLDR: This week AirBnB mistakenly refunded a guest the full amount and $2685 host payout for my LONG TERM - STRICT which was booked in November. This is 100% payout for first 28 days. While waiting to hear back from AirBnb on how much of the $2685 they can pay me, the support person who I never talked to, that mistakenly sent the guest the full refund sent me $125 and closed out my case. I reopened it and talked to support, and waiting to hear back.
Full Details if interested.
1. Guest booked 28 day long term stay back in November for, May-April 2025. ($2685 Host Payout)
2. This had a Long Term - Strict Policy. So they have 48 hours to cancel of you get the first 28 days paid if they cancel after that.
3.Guest messaged me about rebooking or refund options because they had to start a medical treatment and would not be able to make it.
4. Called SuperHost support for guidance, and they suggested that the person cancel. They would get a portion back up front Airbnb, taxes, and cleaning fee, and if I wish to refund any of my portion of my side, I could call in to do that at a later time.
5. I messaged the guest and let them know they should cancel, and would get some money back, but since it was strict they would not get the full amount BUT if I was able to rebook the time I might be able to refund some.
6. The guest never replied, and 6 hours later I get a message in chat they they were refunded the full amount. This completely bypassed everything.
7. Called into support and they said that it was an error made on their side and would get back with me. They said the Guest called in and said that they had already gotten the full refund, but from some reason it disappeared, and the host was so nice to offer it So the person said they would reprocess it for them. Issue is, no one ever approved, and the guest had never gotten it before.
8. Talked to support back and forth and had a person today say they would see how much of the $2685 that I was supposed to get paid and would get back with me.
9. Out of the blue, an hour after that, I get a message from support that says:
Hi they have processed your about please do wait about 10 days for it to show up in your bank statement
Please let me know if there is anything else I can assist you with today?
Without bothering you more I will go ahead and close this case.
10. I replied back how much and then got a message that I was refunded from the resolution center $125.
11. Had to call back in and talk to support again and I am waiting to hear back. The said the person who had mistakenly sent the full refund amount to the guest, was the person who actually sent me the $125 and closed out the case.
Overall this is crazy. The main issue is that long term stays only 30 days out are either hard to book and I have to reduce the rates to try to get it rebooked. I was able to get a new person to book, BUT it is for much less, more days, and will most likely not allow me to book the month after stay. The older stay gave me a 45 day plus window to get a 28 day stay or more booking, but with the new booking, it only has a 30 day window for a 28 day stay. So more than likely, I will be out $2400 for that month since it has way less wiggle room.
Thanks for reading the long post,
Mike
