Good day! I have recently had a few issues with having our listing set to “instant book” The guests who were able to instant book did not appear to meet the criteria to do so. When I called Airbnb superhost support; I was informed that the guests did not meet the criteria for instant book and asked if I wanted to cancel and give full refund. No other explanation offered.
The first guest had 1 review 4 years old for a group stay, to which she received a positive review as part of the group.
The second guest had 2 reviews but they did not show on her profile. Again when I called Airbnb support; I was not offered any reassurance regarding the guest and advised to cancel and give full refund. I took this as a huge red flag 🚩 and messaged the guest and so did airbnb on our behalf. I then began getting disrespectful messages from this cancelled guest, stating that airbnb did not tell her that she didn’t meet the criteria or give any explanation and simply told her that the host cancelled her reservation. I then got a message from Airbnb letting me know that they took this guest’s complaint against us. Even after I flagged many of her disrespectful messages for review. I have removed instant booking feature from our listing and have lost a huge amount of faith in Airbnb’s customer service. Thanks, 3 year Super Host.
