The cancellation email for a booking cancelled on check in day stated “Per your Moderate cancellation policy, a complete refund was given to the guest.”. What gives???
Huh? That doesn’t make sense to me?
What did Airbnb say when you called them about it?
Exactly what I thought!
I was put on hold and then told I will have a case manager call and explain it to me because the CSR I spoke with was unauthorized to discuss it with me.
That’s very strange - what was the out come when you spoke to Air?
No resolution yet. It was 3 hours ago. Although was told that the “urgent” status was given to the request…no idea why, especially when I didn’t say it was urgent or anything.
ugh… Change to strict!
To make you believe you’re a priority. Air are so transparent it’s hilarious …
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I believe that this “full refund was given to guest” message is a glitch in the system. I got the same message last week after a guest cancelled the day before check-in (my cancellation policy is set to strict) and still received the full payout on the Saturday. Take a closer look at your email where it says ORIGINAL PAYOUT and NEW PAYOUT.
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So what’s the resolution?
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We are also on strict policy and today we had someone cancel. She thought she would get a whole apartment for the price of a room with a shared bathroom 
. “Can we cancel? - Yes, YOU can cancel!”
.
The message said “Full refund was given to guest”. But in the actual receipt our guest only got 50% refunded. (It’s more than a week out.)
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lol that’s happened to me. Apparently a one bedroom flat for £30 is entirely a realistic expectation.
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I have also had the “full refund was given to guest” email, when all they were refunded was the cleaning fee. It’s obviously a canned message that doesn’t reflect the actual refund given, which is detailed in the same email in the form of modified payout details.
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Wonder if the guests are also getting emails saying they’ve got a full refund …
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I assume that “full refund was given to guest” means a full refund according to the cancellation policy. In other words, the guest has received all the money they are due.
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The guest did actually get their money back in full and I got nothing. The resolution was that they made a payment to me so that I got what I was due, minus the cleaning fee since they didn’t check in. I never got any responses as to why this error occurred.
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