Threatened with suspension

[Rachel3411]

I have had a message from AIR BnB threatening me with suspension or removal of my listing and saying my listing needs urgent attention and an issue has been reported. 

I recently had to cancel a booking a couple of hours after i had accepted their request to stay. I had accepted their request within an hour of them requesting it so it all happened very quickly.

I wrote to the guest to explain and apologise and said they would get a full refund plus a part of the money back as compensation. This was about £100 on a £300 booking.

The guest was very understanding and was happy with their compensation, saying they hadn't expected anything!

I don't understand what "action is needed" and there is no one to ask. Any ideas what I should do? This hasn't happened before in my 3 years hosting and i have 4.86* from 44 stays.

Do I need to take action or is this just an automated email?

[Shelley159]

I don't understand the situation very well @Rachel3411 

It sounds like it was a host cancellation, not a guest cancellation? So the guest will receive a full refund and the host will usually be fined and penalised with blocked dates and an impact on listing reputation.

I don't understand this "full refund and part of the money"

they would get a full refund plus a part of the money back as compensation. This was about £100 on a £300 booking.

or why your listing is facing suspension. Can you give some more detail?

[Rachel3412]

Thanks Shelley

Sure, I have just been looking through all the messages so I can get the figures correct. I received a reservation request on the evening of 14/04 for 3 nights at a cost to the guest of £412. My payout would have been £338 approx. I accepted it on 15/04  but cancelled it an hour later for personal reasons. I sent an apology and the guest was very understanding. Air BnB informed me I would not receive a  payout (understandably) but that also, £103 would be deducted from my next payout (this has already happened). The email said this was a cancellation fee and would compensate the guest. That’s fine and I have no issue other than it being annoying. 
BUT now I have this message today threatening suspension and asking me to take action. For what?! 
that’s what is not clear. Rachel 

[Shelley159]

Ah, ok @Rachel3412 , it sounds like the cancellation went as expected for a host cancellation. You were fined, and I guess the relevant nights on your calendar are blocked and cannot be unblocked.

The email about suspension doesn't make sense to me. I don't see something on your profile that explains it.

Does the email specifically state that the suspension has something to do with the recent cancellation? Or is it very vague? It sounds like there's no instruction to follow?

I've seen around here that the type of email you're talking about sometimes means that a guest has reported a privacy or safety issue. Could that be?