Cancellation moneys in Airbnb's pocket???

[Inggi0]

Hi

We are a little bit confused with the way Airbnb handled the cancellation of one of our bookings by a guest.

1. As hosts, we see the following information on the booking details:

£34.00 x 4 nights

£136.00

Subtotal

£136.00

Service fee

-£3.67

Guest refund

-£34.00

You earn

£98.33

  2. The guests (and Airbnb in the cancellation notice sent) advised that the guests were refunded €3.04

Not £34 as written on the booking details online.

   3. We feel compassionate for our guests so, not realising that there is a gap of £34 between our booking value and what we would have earned, based on the amount effectively received by the guest of €3 (e.g. nothing) we decide to forfeit 50% of our earnings and send them £50.

   4. However there is this £34 gap that neither us, nor the guest, got – where is it please?

Can someone explain the value added by Airbnb to justify that they would have put these £30 in there pocket as a result of the guest having had to cancel at the last minute due to their ID having been stolen?

Thanks

[Alice-and-Jeff0]

@Inggi0 - this looks like a conversion issue between payment types.  

https://www.airbnb.com/help/article/95/can-i-pay-with-any-currency

It might also be a typo - so you need to contact Airbnb directly. 

https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide-UPDATED/m-p/413245