Just want to share my experience cancelling as a host using Airbnb Support under new rules to help others

[Molly114]

Just want to share what I learned after navigating these new host cancellation policies, so that it can help other hosts.

I had a large tree fall on my house and cause a lot of damage, so there was no way I would be able to host my next bookings, but it was also not my fault.

If this happens to you, don't go into the reservations and just cancel and accept the deductions in your next payout and other punishments. Contact Airbnb Superhost support instead. Here is something I just knew from dealing with Superhost support over the years: if you send 5 messages, you will get 5 different support staff who will give you 5 different answers.

This was really helpful, because one of them just cancelled the reservations on by behalf and I was not penalized in any away. The others asked for photos, which was reasonable, but it was nice to just have someone cancel them with no back and forth.

My background is relevant - I am a 6-year Superhost of multiple properties and 5-star averages and I have only cancelled one reservation in all that time. I would hope that helped?

I think these new policies are too extreme, so I have actually taken Instant Book off of all of my listings and now have a strict cancellation policy to weed out people on the fence and to stop last-minute cancellations. I know this will hurt me in the search page, but the language of their new policies states that a host "may be able to cancel with no punishment" on guests who have low scores. When I have instant book on with the good track record setting turned on, I had guests being able to instant book with a 4.0 rating being considered "good," so I have turned Instant Book off and it has frankly been bliss. I have learned as a long-time host that, if someone wants to book your home because you're a great host with fair rates, they will still book if instant book is off. Instant book benefits Airbnb, not hosts.

If you have to cancel, get on the phone or message Airbnb and talk to multiple employees before cancelling yourself. That should be a last resort because I experimented with going through the process for an "emergency circumstance" after the tree fell, and they were going to deduct 10% of the booking, block my calendar dates, and maybe take away my Superhost status...because a tree fell on my house during a storm? Ridiculous. Hope this helps.

[Helen3]

What are the new cancellation policies @Molly114  I wasn't aware they had been introduced.

If you want to cancel under the EC policy as a host you have always had to contact Airbnb directly rather than cancel through the platform - at least you have for the nine years I've been hosting.

[Molly114]

Here is a link to the new policies:

https://www.airbnb.com/help/article/990

If you do a browser search for airbnb new host cancellation policies on Reddit, you'll see a lot of in-depth conversations on this.

Also, you can go and do a trial cancellation of a reservation to see how it has changed. Airbnb has set it up so you do not have to contact support if you need to cancel on a guest for any reason. They have now set it up where you go through the cancellation and automatically pay a percentage of the reservation as punishment, even if you are many months out from the reservation and have been affected by a natural disaster. That's why I wanted to share my experience because I would hate for a host to go through that process and pay a penalty for something that any reasonable person would agree is out of their control.

[Molly114]

Here are some good Reddit links on the changes. Just want to share that I have not had the removal of Instant Book tank my bookings, I actually think my strict cancellation policy is more of a concern for people. There are a lot of companies like AirDNA who study how different host settings affect your rank when it comes to search pages. They have found that a strict cancellation policy does not affect ranking, but turning off Instant Book absolutely does - just want to share as food for thought.

https://www.reddit.com/r/airbnb_hosts/comments/16cq2o9/thoughts_on_new_host_cancellation_policy_chan...

https://www.reddit.com/r/airbnb_hosts/comments/16cogmt/updates_from_airbnb_to_host_cancellation_poli....

[Joelle43]

Hello @Molly114 

I am not on IB for all the above reasons but I am curious to know if there are any figures out there that give a % of hosts that use IB compared to the request to book over the years?  😉

[Molly114]

Hey @Joelle43 Joelle43 - I know there are a lot of companies researching the effect Instant Book, among everything else, has on your search ranking because if you are on the first page, you are much more likely to get booked. 

This is from an Airbnb article for 2017 - I couldn't find statistics and more recent than that:

"Today, more than 40 percent of listings on Airbnb are instantly bookable. When hosts bring new listings to Airbnb, we’re seeing even more growth: 70 percent of new listings on Airbnb have hosts using Instant Book from the very beginning."

Here are some really interesting articles that I found helpful. Personally, I know that because I have turned Instant Book off, I really have to make my listing stand out and be better than the others in my area, but I enjoy the challenge. Most guests are absolutely wonderful, but my issue is what Airbnb has done to make as much revenue as possible - count a 4.0 rating as a good rating . I also think the calendar changes and smart pricing think work to make it harder to set rules and easier to slash prices without hosts knowing it, so then Instant Book allows guests to book at extremely low prices.

https://www.airdna.co/blog/airbnb-instant-book-or-not

https://bnbfacts.com/how-instant-book-works-on-airbnb/

https://bookingpal.com/en/articles/airbnb-ramps-push-get-hosts-choose-instant-booking/

[Helen3]

I've been using IB for nine years without issue @Molly114 

[Joelle43]

Thank you for these links and more @Molly114 😊

[Elaine747]

Instant bookings can actually work to increase bookings according to the preferences and keeping a 2 day cleaning window .. and yes the IB came in so quick & steady it had me feeling unsafe.  .  

[Elaine747]

Yes ..,otherwise the penalty  is assessed.   

[Guy991]

Thank you. 
useful information. 

[Elaine747]

Timing is everything . Emergencies do happen and the reservation should’ve been canceled by AirBnB .. not either party .. host or guest.   And so far Superhost Support reps have always gone up & above expectations in finding ways of protecting me and keep the guests content .  

[Farhan60]

Thank you for sharing your experience and insights into navigating Airbnb's new host cancellation policies. It's unfortunate that you had to deal with such a challenging situation with the tree falling on your house. Your tips on reaching out to Airbnb Superhost support and the importance of communication are valuable for other hosts facing similar circumstances.

Your perspective as a seasoned host and the decision to adjust your listing settings to adapt to the new policies provide helpful context for others in the community. It's interesting to note your decision to remove Instant Book and implement a strict cancellation policy to manage potential issues proactively.

Sharing real-world experiences and strategies like yours can be incredibly beneficial for fellow hosts who may be navigat ing similar challenges. Your insights into the potential consequences of self-cancellation and the importance of engaging with Airbnb support proactively offer practical advice for hosts facing unforeseen circumstances.

Your contribution to the community by sharing your experience is commendable, and it's likely to assist other hosts in making informed decisions in challenging situations. Thank you for taking the time to provide such a detailed and thoughtful account of your experience.

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