I have two places impacted by tornadoes that passed through Nashville in March. Trying to handle final cancelations now that repair timing is clear. To date the wait times for resolution have been frustrating but manageable. With this last request I am on day 7 waiting resolution. More than 10 hours on phone for wait times and talking to level 1 support. For one of the units it is access to pool driving the cancelations but I would like to still have dates made available for guests where pool is not so critical.
Does anyone know how to process extenuating circumstance on your own and not be penalized for your rating/booking visibility? When I try to cancel there is no extenuating circumstance option (other than COVID). When I select "other" it shows all the penalties that will happen below a box asking for the reason. I am curious the following:
- does Airbnb looks at the reason and makes a determination of penalty or penalty free?
- are you notified in some way of the decision?
I'm wary of taking the step to cause problem with our rating and then the impossibility to clarify with Airbnb how it was handled. The wait times for an answer are 30 minutes to beyond one hour for me the last few days. It is completely maddening.
Thanks for any help!
