4% cancelation rate?

[MariaCecilia22]

Hello, reaching out to see if anyone has ever experienced such a low rate on cancelation. I reached out to customer service and was told I will have the opportunity to reach Superhost since  I have some reservations recently. He also told me that he understand  that due to pandemic, guests will end up cancelling. I told him that the cancelation is due to guest changing their mind not ME cancelling the reservation.  I asked him if he is able to assist and remove that 4% cancelation cause it is incorrect. He said he'll have someone else call me. I don't understand why I am being penalized for the cancelation that was done by the guest due to pandemic?

[Emiel1]

@MariaCecilia22 

If guest have sent you a cancellation request and you accepted it, it will affect the cancellaton rate.

Never accept such request, guest must cancel themself.

[Jennifer1773]

@Emiel1 --does accepting a cancellation request affect just the "overall cancellation rate" or also the "cancellation rate"? This is pretty confusing...

[Jennifer1773]

Hi @MariaCecilia22 , cancellations by guests should never count against you in regard to superhost status, but they do show on the performance page under Occupancy & Rates--Cancellation Rate. This is the "overall" cancellation rate and  "is the percentage of total confirmed reservations that were canceled by you or your guests." Mine is currently 32.1% for this superhost period... yikes! What a year. 

However if you check on the performance page under Superhost, you will find the Cancellation Rate that really matters--the percent of stays during the period that you have actually cancelled. Mine is 0%. There is also a note that states that "We’re waiving the criteria for cancellations and number of stays for all assessments through the end of 2021 because of disruptions caused by COVID-19." 

I took a look at your reviews and didn't see any cancellation notices (they add those in if you cancel a guest's reservation), which supports your position that you didn't cancel on any guests. So my guess is that your "overall cancellation rate" is 4% (excellent in any year) and your "cancellation rate"--I think they should rename this something else to avoid confusion--is 0% (spot on!)

[MariaCecilia22]

Then if that is the case I should be a Superhost. I have been before and due to  this 4% it’s seems that is the reason why I’m not, which does not make sense..so frustrating. I was transferred to three different especially none of them was able to resolve my issue. I’m waiting for the 4th specialist, hopefully the person can assist me and fix this issue. 

[Colleen253]

@MariaCecilia22 Is the 4% showing under your Superhost stats tab?

Look to your stats for clues. Is there perhaps another reason why you haven't qualified for Superhost?

https://www.airbnb.ca/resources/hosting-homes/a/updates-to-the-2021-superhost-assessments-257

"I was transferred to three different especially none of them was able to resolve my issue. I’m waiting for the 4th specialist, hopefully the person can assist me and fix this issue".  The majority of CS 'specialists' are actually quite clueless and of little help to anyone. You can't really trust what any of them tell you. Misinformation abounds.