Hello everyone,
I’m a long-time Super host with close to 100% positive reviews, and I’m posting here because I’m struggling to get clear and consistent answers from Airbnb Support regarding a long-term reservation that was cancelled by Airbnb admin.
I’m hoping a moderator or senior support member can help clarify or escalate this, as the information I’m receiving is contradictory.
Summary of the situation
The guest booked a long-term stay starting November 5.
During the stay, the guest made several unverified complaints.
Airbnb temporarily suspended my listing during an investigation (the suspension was later lifted and my account restored after 3 weeks without any information from support team ).
While the account was suspended, Airbnb admin cancelled the reservation on December 3 (not the guest).
The guest checked out shortly after.
What Airbnb has confirmed
I was paid only for the 28 nights the guest stayed (USD 1,715.84).
The 30-day post-cancellation payout under the Long-Term Cancellation Policy was not applied.
Support stated this was because my account was suspended at the time of cancellation, even though the suspension was based on an unverified report and later fully reversed.
Where the confusion and contradictions arise:
I’ve received conflicting explanations from Airbnb Support regarding the guest’s refund:
In one message, support stated that the guest received a partial refund when the reservation was cancelled.
In a later message, support stated that the guest did not receive any refund at the time of cancellation.
Support also explained that long-term reservations are billed monthly, and that Airbnb collects payments and pays hosts in installments.
meanwhile the guest wrote to me that they were charged by Airbnb 2 months upfront .
This leaves a key question unanswered:
If Airbnb collects payments monthly, the guest did not receive a refund at cancellation, and the host did not receive the 30-day post-cancellation payout , how were the funds collected by Airbnb allocated?
Despite multiple requests, many chats , first agent closed my case , I now speak to a new agent . I have not been provided with a clear financial breakdown showing:
total amount collected by Airbnb up to the cancellation date,
total amount refunded to the guest (if any),
total amount paid to the host,
and whether Airbnb is holding any remaining balance.
Why I’m asking for help
I’m not disputing Airbnb’s investigation itself , I’m simply asking for financial transparency and a consistent explanation of how the Long-Term Cancellation Policy was applied in practice.
This villa is the primary source of income for my family, so understanding this is extremely important to us.
If a moderator or senior support member could help review this case, clarify the policy application, or escalate it for a proper financial breakdown, I would be very grateful.
Thank you in advance for your time and guidance.
Ira
