Airbnb support - no support in canceling instant book reservation that violates rules

[Nina1093]

I had a last minute booking from a guest who booked for a third party and then advised me he’d be checking in after 1 am (my check in hours are cut off at 8 pm). I called airbnb right away and after 30 mins the agent told me reservation would be canceled and I can’t cancel it myself because check in is within 24 hours (they don’t tell you this when you turn instant book on). An hour later reservation wasn’t canceled so I started a message ticket with support where I was told they wouldn’t support a third party booking and host guarantee wouldn’t apply and that they are transferring me to another department and I’d hear from them shortly. 4 hours later having heard from no one and reservation not having being canceled I called again: 40 minutes phone call and I was told to be rest assured it would be canceled. 14 hours later I heard from no one. Reservation is in my calendar. As well as being told by them they would not support it if anything goes wrong but if I am to cancel I may lose my Superhost status. Why do they charge us fees if they aren’t there to help in a timely manner? 

[Helen427]

hello @Nina1093 and welcome to ABB CC from across the lands and seas in Auckland, New Zealand

You raise a very valid question,  which maybe @Brain0  the CEO of ABB  and/ or @Catherine-Powell would like to look into, and provide answers promptly.

All the Best

[Jennifer1773]

@Nina1093 How frustrating! I hope everything worked out ok... There is an instant book option that you might like to use on your listings. You can set an advance notice of 1, 2, 3 or 7 days and then you can check the box "For instant book hosts, allow guests to send reservation requests without advance notice." It won't help with this booking, but would give you more time and control over future "last minute" requests.