Cancellation

[Madame-Benie0]

Hi fellow hosts, 

I have a concern about a guest who cancelled their reservation of 19 nights, the day before their arrival because they missed their flight.  

I didn’t get a single payment from them yet but Airbnb has placed 100$ adjustment fee that will be deducted from my future income.  Can someone elaborate why is that?  

My cancellation policy is flexible. 

[Mike-And-Jane0]

@Madame-Benie0 sounds like a mistake as long as you didn't make the cancellation. 

[Shelley159 · Accepted solution]

Did you cancel, or did the guest cancel @Madame-Benie0 ?

It makes a very big difference. Hosts are penalised when they cancel.

[Madame-Benie0]

Guest cancelled themselves.

They even contacted me before doing so to apologise and I understood them.  I don’t understand why the platform is penalising me instead 

[Helen3]

You said you chose a flexible cancellation policy @Madame-Benie0  which allow a guest to cancel at the last minute penalty free. 

if you  don't want guests doing this then change to a stricter policy .

[Madame-Benie0]

Guests cancelling last minute isn’t the issue.

 My concern is why the platform has charged me 100$ refund fee when   didn’t collect nothing from the guest.  Shouldn’t Airbnb be responsible to refund the guest if they charged them in advance? xx

[Emilie]

@Madame-Benie0 As other hosts explained, you would generally only be charged for a cancellation if you made it, not if it was initiated by the guest. I wonder if you have perhaps contacted the Support team regarding this charge? Since they have access to the detail of your account, they should be able to investigate further.