Dear AirBnB Community:
A few days ago, we got a notice "Canceled by Guest" for a reservation coming up on Sep 04- Sep 07.
The guest did NOT instigate any cancellation, and currently AirBnB is completely unresponsive to their pleas, and ours.
We did NOT cancel. AirBnB did this completely unilaterally.
Their phone system now hangs up on you if the reservation is less than 72 hours away. (?!)
Is AirBnB going out of business??
The poor guest is very stressed, as we are.
We both have written to AirBnB, as calling is now pointless.
Wasted many hours, and it feels like shouting into an empty basement. Zero responses.
They are currently keeping all of the deposit the kind guests paid - in good faith- and seem to be positioning to keep several hundred for themselves, and it is completely unclear what our position is, if we will get anything. They refunded $66.30 to the guest, who paid them a deposit of $1,351.00!
Completely Canceling is not possible as ABB have already canceled.
We are keeping the guests on our own calendar, and the guests are desperate to fulfill their hope to get away to our beach.
We have had some other horrible experiences with AirBnB over the last months, but this post is focused on this one instance, and
how disrespectful and broken the AirBnB system is at this moment.
Please someone offer some suggestions, so we can relieve the stress our poor guests are experiencing.
We always have played by the AirBnB rules, and have not (yet) suggested booking for them by another more functional platform.
But we are running out of time, and the comfort of our intended guest is paramount to us.
Thank you everyone. Covid cancellations is bad enough - this is totally artificial and unnecessary.
Reaching out on this platform before contacting the authorities and filing a formal complaint on behalf of our guest and ourselves. Fraud.
Sincerely,
Gabreal Franklin - owner Coastview Beach House, Santa Cruz, CA