Changing our policy on avoidable Host cancellations

[Airbnb]

As our partners on Airbnb, Hosts do an incredible job of honoring reservations and going above and beyond to support guests every day. That’s why guests from around the world trust complete strangers with some of the most important days of their lives—from summer vacations and staycations to honeymoons and anniversary celebrations. 

But when Hosts cancel on guests for preventable reasons—like accidentally double-booking or wanting to host friends and family instead—guests lose the confidence to book on Airbnb, and this impacts all Hosts and hurts our entire community. 

Starting August 22, 2022, we’re updating our Host Cancellation Policy. The existing policy has been in place for many years and included small fees if you had to cancel a reservation. 

Get the full details on the Resource Center.

[Jenny]

Hi @Olly1063 

I just wanted to let you know that we've asked for more clarification regarding using a channel manager.

Regarding guests cancelling the day before check-in, the Hosts' chosen cancellation policy will continue to apply.

I hope this helps, we'll update more when we've got further information!

Jenny

[Mary996]

Hi @Jenny  how lovely to see you participating in here. Thank you! Airbnb may not be perfect but I really like the democratic feel and effort made to allow us to vent but more particularly to publicly air suggestions and sometimes brilliant solutions.

Just one thing. Is the 100 dollars a fixed fee? This must be about £75 sterling (if not more) which is nearly twice what I charge per night and we often have one nighters. In three years I never had to cancel but with a horse emergency we had to block for 6 months but somehow bookings came through for which I made myself available but things went wrong, boiler for example, and I had to cancel  anyway. Surely a percentage of the Host fees would be fairer? 

[Jenny]

Hi @Mary996 

It's my pleasure!  

We're keen to make sure that everyone is heard, whether it be a positive or negative opinion, and your words are truly appreciated.

Looking at the policy, it does look like the fee is fixed, but I can see where you're coming from and would be more than happy to raise it.  I'll therefore pass your comments over to the Product team!

One thing I would say is that in situations like the ones you've described, I'd really expect that you'd be able to cancel without adverse consequences as detailed here.

I hope this helps - if I get any further information that might be helpful here then I'll let you know!

Jenny

[Mary996]

Thanks @Jenny . How lovely to hear from you. 

The boiler still isn't right and we have to wait for the plumber to return. I was on a contract but it was beyond in expense. I am reviewing how to handle this for the future. Boiler now works but is limping!!

[Mary996]

PS @Jenny

I also wanted to add that I strongly agree with @Anonymous that the 'Host cancelled' reference in reviews is vital. It is a record of shame that those of us who let someone down will have to bear - and I really feel it - but deservedly. 

Its way of indicating to guests that factors beyond your control (as listing agent) make some Hosts flakey and to be avoided.

Is the quality of Hosts deteriorating such that you are considering/already implementing this to appease or to hide such human defect? PLEASE DON'T REMOVE THE FEATURE. In the long term it's not in Host interest nor in yours as our chosen agent. Guests need to know which Hosts have this tendency. 

[Jenny]

I hear you, @Mary996 - I'll add this onto your feedback so that we can make sure it's seen by the right people!

Jenny

[Mary996]

@Jenny and all

Feedback. The guests I had to cancel have been re-accommodated for their forthcoming event. Phew! And bravo Airbnb. This is a really great feature of the service. I am very appreciative.

[Jessica2365]

The reason why I've chosen Airbnb as my hosting platform is because of your strong support of hosts. Your new cancellation policy is a huge turn off to me.

As others have commented - now it is hugely skewed in that a guest can cancel 25 hours prior to checkin (and I have to scramble to not lose money for that night), yet I have to plan when I get to use my own property and facilities over a month in advance, else I get fined?

Even hotels don't have to pay any fees or penalties if major amenities (such as pools) are missing at check-in.

And you are opening a door for scammer guests to cost us hosts even more money now. All they have to do is say the right phrase and now not only do they get to stay for free, trash my ratings, but now I get fined too?

Let's not forget whose property we're talking about. I am putting myself, family, and neighbors at risk by hosting at all.  Remember?  If I have any suspicion or misgivings about anyone trying to book on my property, it is my right and my neighborly duty to cancel them, and I shouldn't have to pay a fine.

And if I am sick with something contagious you want me to get a note from the doctor? Seriously, are we in grade school now?  I'll just continue hosting and get all my guests sick then.  Do you see the problems with your policy?

You are shifting you favor from hosts and instead are catering to the new age whiney people who can't roll with life's punches. Sorry, sometimes plans change and we all suffer - don't make the hosts suffer more on top of that! Remember, when we cancel - WE'RE NOT EARNING MONEY EITHER! That is punishment enough.

[Jenny]

Hi @Jessica2365 

Thanks for sharing your thoughts with us.

We're taking note of all feedback, and I've made sure to include yours.

Jenny

[Jens262]

I am on the tip on leaving Airbnb,  they tell you that they will help but when we have had guests the have had parties smoked and other violations on house rules, the help was not to find. So these new rules are not fair. Best regards Jens

[Olly1063]

If you haven't yet added your place on Booking.com and Vrbo then I can recommend doing so (you'll have to adjust your prices to compensate for their higher commission) 

[Toetsie0]

Yes Booking has a verifing period that can take up to 6 weeks, if your place is not in their system. So apply soon, decide later!

[James2743]

@Airbnb 

I’m fairly relaxed about this update as I have no intentions of cancelling any stays if I can possibly help it.

However one thing concerns me.

I use a channel manager. API connected so that there should never be a double booking. But I know it is possible.

As far as I am concerned I have done everything in my power to avoid a double booking. 

In my case for a double booking to happen it would be a third party software failure. I need to know this would be classed as a valid reason. Otherwise I (and probably many others) will have to turn instant booking off.

[Graham329]

Be careful I went to turn off instant booking but near the end of the process they say your listing will not come up on searches have a try and see if it does the same for you 

[James2743]

So be it unfortunately. I'll just have to list on a few other sites to make up the difference.

I suppose I could set up a 32 day notice period on instant booking to limit the exposure if a third party failure happens.

Leave all of my last minute bookings to other platforms.

IMO Airbnb is the best OTA so I'd rather not go elsewhere, but if they force me too........