Airbnb texted me that my guest has cancelled her stay. The calendar opened up for the dates that my guest had booked. I called my guest and she says she did not canceled!

[Virginia90]

My guest has a 4 month stay.  Her payment went through Airbnb just find month 1.  Her payment 2 was due this Friday.  However, I got a text from Airbnb saying that the guest has cancelled their stay.  The guest says they did not cancel their stay.  Airbnb has opened up all the dates as available and my guest is not planning on leaving.  How do I get a hold of Airbnb to tell me what is going on?

[Alicia753]

Hi @Virginia90 it looks like there may have been an ongoing issue on your guest's account. You can advise your guest to call Airbnb to get more info as to why the reservation was canceled. Your guest can also check her email or app, as Airbnb might have contacted her before her booking got canceled. 

You may also contact Airbnb to further assist you with your guest not planning on checking out after the cancellation and also ask why the reservation was canceled, but they may only discuss what you can see on your account as a Host. Hope this helps! 

[Marcin65]

Hello @Virginia90 .
I had a similar case when my guest had a problem making a payment from his bank account where he had a monthly payment limit. I did not receive information about the cancellation of the reservation, but about non-payment. The matter must be clarified by your guest with the AirBnB support department.

Best

Marcin

[Helen3]

The guest needs to contact Airbnb - giving them a call is the quickest way @Virginia90 

[Rebecca]

Hey @Virginia90,

Sorry to hear of your situation. Did you manage to get it resolved? If so, did any of the answers below help you resolve the issue? It's always a lovely gesture to mark it as the best answer. It's like a big virtual hug to the member who supported you. 😊

If you need any help, just shout.

[Virginia90]

Hi all, Thanks for the help, but in the end, I  needed multiple conversations with the guest and  with Airbnb Support.  I ended up making these suggestions to Airbnb which may or may not help in a similar situation in the future:

Reply to reporting a bug: made Jan 1, 2024.

 We have a guest who reserved for 4 months. I think many of these issues are not a problem for short term rentals with 100% payment prior to check in.  However, when Airbnb allows multiple monthly payments, there are some bugs.   

 It all started like this:  My guest's first monthly payment was successful.  Her 2nd monthly payment was not successful. I do not know what her payment method was.   This caused various issues with your system:

1.   The guest was not alerted to the payment issues in a manner that she could cure it in time. This is a system bug, and a Support bug, that needs to be addressed.  I do believe with better support and concern; this nonpayment could have been cured in time to prevent what we experienced. 
2.   The deadline for payment expired and the Airbnb system automatically moved to “Reservation Cancelled by Guest" .  This is a bug because the guest did not cancel.   It should have been called what it was:  "Payment unsuccessful".  A series of steps and support to cure that would have been much better.    
3.   Once the system cancelled her reservation, she could not accept my new reservation offers.  This is a bug because the only way for her to reinstate her previous reservation, according to Airbnb Support, was to accept a new reservation offer from me. The system would not accept her payment because, I learned much later from another Airbnb support chat,  she had not cured the previously "cancelled " reservation.  We had, therefore, conflicting information:  Your support team gave us advice that all she had to do was accept the new reservation.  However, our guest claims she made multiple attempts to cure the reservation but was declined.  This was because, in other advice from Airbnb Support, your system doesn't accept payment from a cancelled guest. 
4.   There is a bug regarding waiving cancellations fees.  I requested several times to waive the cancellation fee, but the cancellation fees are still, as of today, Jan 1, still being reported on my payout schedule. 
5.   The system does not show the same information on the host payout schedule as it does on the Support side.  Your support finance specialist, Tanvi Kesar, explained that her information conflicts with my information.  This is a bug that needs to be fixed.
6.   A final bug is a people issue, not computer issue.  Airbnb support was woefully unprepared to deal with this issue in a timely manner, causing much concern and anxiety.  This started on Dec 25, and it is still not resolved. 

The good thing is the guest is continuing her stay, and I have been paid out for month 1 and 2.  She has 2 more months and I hope there will be no more issues moving forward.

Sincerely,

Virginia Newton