Guest didn’t arrive and I’m being asked to provide a review

[Kathy1088]

Hi 

The night before her arrival date, my guest let me know that she wasn’t able to come to stay (for honest reasons).  I sent an email offering other dates but it remains unread.  Airbnb are now asking me to review that guest!   Can someone tell me what to do please?  I cannot seem to find any way of contacting Airbnb to let them know.   
Thanks in advance

kathy 

[Sarah977]

@Kathy1088  There is nothing to contact Airbnb about- if a guest cancels within 24 hours of check-in, both parties get a notification to review. It isn't an error.

What you can do is send the guest a message or text saying, "Hi XX, Airbnb sends a notice to review if a guest cancels within 24 hours of check- in. I have just received one and you will, too. As you never checked in, we have nothing to base a review of each other on, so just letting you know that I plan to ignore the review prompt and assume you will, too."

And I don't understand a host not knowing how to contact Airbnb. There is a big pinned post on the first page of this  Help section- " Contact Airbnb" that gives all the options. And a simple Google search calls up pages of results.

[Kathy1088]

Thanks for your reply Sarah977

I’m aware now that in a situation like I had it’s absolutely fine to just ignore requests for a review.  

As a new host (and many others according to the community chats!) I’m not alone in finding it difficult to find the Airbnb contact button and I think it can differ depending upon whether you’re using a mobile, iPad, laptop or computer.    
Perseverance is the answer 😁

I hope this helps others in a similar situation.