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 @Mark116 

I just wanted to let you know that we're capturing any feedback that's given, and I've included your comment.  If you want to expand on things, we can add that in too.

Jenny

[Sharon1269]

I think this policy could result in more hosts turning off instant book. If people have to plan their family and friend times way in advance in order not to be penalized for seeing their loved ones, then they might not want to pay for it.  Families and friends sometimes just have to be together, even at short notice. No one knows what tomorrow brings, and they might need each other if they’re going through hard times. It would be difficult to explain that to Airbnb as it’s people’s personal lives.

[Colette203]

I disagree Sharon. I had a host no show on me last week and I had to sleep in the back of my minivan as there were no hotels available.. It was awful for me. Hot. Uncomfortable. Unsafe. Honour your word. If you need to see your family, do that somewhere other than a place you've contracted out as a rental.

[Stephanie365]

It needs to go both ways. If they're not going to enforce the Host's cancellation policy then why should hosts have to worry about being punished if they cancel?

Brian is becoming quite the autocrat considering AirBNB's own policy states we are not employees or contractors and AirBNB serves as a payment collector only.

[Jamie424]

So we currently have our home listed for sale, but obviously we don't know when that will be—it could be a month or two years before we actually sell it. Our plan was to stop accepting bookings once we have a signed offer. Would selling our home be considered a valid reason (since Airbnb won't let us transfer bookings/account to begin with) or would we have to pay fees then? I would hate to stop accepting reservations at all in the interim.

[Gordon0]

Selling your home a valid reason, @Jamie424? I’d say a big fat no. Make sure to get more for the sale to cover your punishment $$$.

[Anonymous]

@Jamie424  Definitely not. But what you can do is shorten the calendar period available for booking, and limit it only to the dates that you're certain you can host. Even hosts whose homes aren't up for sale manage uncertainties about their future schedules that way. Much better to miss out on long-range bookings than to ruin a guest's trip plans.

[Jenny]

Hi @Jamie424 

That's a good question. 

I'm collecting feedback from this announcement, and I've asked the question for you, I'll let you know when I have more information.

Jenny

[Jenny]

Hi @Jamie424 

I have a quick update for you!

If you plan to sell your home in the coming months, we advise you to limit forward-looking availability to a shorter time period in which you feel confident you can honor reservations.

However, if evidence of a home sale is provided, Community Support will work with the Host to process a consequence-free cancellation.

Hope this helps.

Jenny

[Graham329]

I have just seen the email and frankly I think Airbnb are taking the xxxx. Hosts over the last 2 years plus have had to cope with covid restrictions and now cost of living rises and during that time I have been supportive of guests who have cancelled even outside my flexible cancellation position and now we as hosts are being penalised more heavily for what is likely to be human error at worst. If you have calendars that sync we all know that we could get double bookings just waiting for them to get it right.

I think my best option is to withdraw instant booking but I know Airbnb will punish me for that.

a very unhappy host 

[Toetsie0]

yes! Im also soooo annoyed and unhappy about this idea!

[Olly1063]

I'm shocked about this. What if a third party system failure results in a double booking? Are you going to do anything about the guests who cancel the day before staying (remembering that you encourage us to not have harsh cancellations in order to get bookings)? As for the costs to AirBnB when a host has to cancel; laughable. Show me the proof. You're going to make an absolute fortune out of hosts who are struggling a LOT at the moment.

I used to think that you were on the hosts' side. No more. I guess I'll be switching Booking and Vrbo back on.

[Graham329]

Totally agree with you went to turn off instant bookings but they screw with you by saying your listing will not be found in searches Airbnb you are now anti the hosts you rely on 

[Olly1063]

From AirBnB's recent financial results:

"Q4 Adjusted EBITDA of $333 million was our most profitable fourth quarter ever."

...I think they're doing OK.

[Elizabeth200]

I was planning to turn off instant book as well. We have accidental double bookings a couple of times a year (over a total of 17 properties). I am willing to drop in search results but you are saying it won’t show up in search results at all? I don’t see how that can be possible. One of listings has never been on instant book as it’s in a remote location and I have to confirm cleaners availability in advance. I get bookings for it all the time so it must be showing up somewhere in Airbnb!