Repeat cancellations on Instant Book

[Genevieve237]

We are new to Airbnb and so far our experience has been good. However, we have a guest who first changed their reservation dates and then cancelled, each time less than 10 days notice. Our cottage is in a fairly remote area and lead booking time is 24 days. We feel like we've lost two opportunities because of these guests and do not wish to have them make another booking, although they indicated they might at a later date. Problem is, they are eligible for Instant Book. Can we block them from Instant Booking out cottage? Is the fact that they cancelled twice a justification for cancelling an eventual booking in the future? Advice is appreciated! Thank you.

[Dale711]

Salut @Genevieve237,

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Yes, you can block them.

If you do not wish to have them make another booking. 

Airbnb TOS >

How do I report a message or block someone on Airbnb?

To report a message from someone or block any future communication from them:

1. Go to your Inbox and click the conversation with the person you want to block
2. Click the flag icon next to the message to report a user
3. You must select They're being offensive to block a user and follow the next few questions with the appropriate options
4. Describe the reason for blocking
5. Click Submit, then Block this person and OK

If you block someone, they won’t be able to send you messages, use Instant Book for your listings, send you a reservation request, or accept a reservation request from you.

[Genevieve237]

Merci @Dale711,

Is that going to affect them adversely? They weren't necessarily offensive or rude, just sort of clueless as to the implications for us... All I want is for them not be be able to Instant Book our property, but I don't necessary want them to be blacklisted in any other way...

[Sarah977]

It just blocks them from being able to book with or message you- Airbnb isn't going to put them on some blacklist because one host found them clueless and annoying. It's possible that if they kept getting reports from lots of hosts about a particular guest that they'd contact the guest, but they don't even ban guests who've been reported for some pretty egregious behavior. @Genevieve237

[Dale711]

@Genevieve237,

Or else, 🤗  do change your cancellation policy to strict term

How do I choose a cancellation policy for my listing?

As a host, you can choose one of the following cancellation policies to apply to guests who book with you.

Note: Different policies apply to reservations for listings in Italy and reservations made by South Korean guests of listings with Strict cancellation policies.

Flexible

This is the most flexible option for guests and allows them to cancel for a full refund until 24 hours before check-in. This means you won’t get paid if a guest cancels at least 24 hours before check-in. If they cancel after that, you’ll get paid for every night they stay, plus 1 additional night.

Moderate

This is a moderately flexible option for guests that allows them to cancel for a full refund until 5 days before check-in. This means you won’t get paid if a guest cancels at least 5 days before check-in. If they cancel after that, you’ll get paid for every night they stay, plus 1 additional night, plus 50% for all unspent nights.

Strict🤗

This is the least flexible option for guests and allows them to cancel for a full refund only during the 48 hours after booking, and only if they cancel at least 14 days before check-in. If guests cancel later than that, but at least 7 days before check-in, you’ll get paid 50% for all nights. If guests cancel later than 7 days before check-in, you’ll get paid 100% for all nights.

How to view or change your cancellation policy

If you don’t know which cancellation policy applies to your listing or you want to change it:

1. Go to Your listings and select a listing
2. Click Booking settings
3. Next to Policies, click Edit
4. Under Cancellation policy, select a policy, then click Save  

[Dale711]

@Genevieve237  select strict cancellation term,

 Strict

This is the least flexible option for guests and allows them to cancel for a full refund only during the 48 hours after booking, and only if they cancel at least 14 days before check-in. If guests cancel later than that, but at least 7 days before check-in, you’ll get paid 50% for all nights. If guests cancel later than 7 days before check-in, you’ll get paid 100% for all nights.

[Dale711]

@Genevieve237  strict or strict with 10% less

Cancellation policy

For stays under 28 nights, you can choose which cancellation options to offer guests. For stays of 28 nights or longer, guests can only book with the Long Term Stay cancellation policy. Learn more

Flexible

Full refund 1 day prior to arrival

Flexible or Non-refundable

In addition to Flexible, offer a non-refundable option—guests pay 10% less, but you keep your payout no matter when they cancel. Learn more

Moderate

Full refund 5 days prior to arrival

Moderate or Non-refundable

In addition to Moderate, offer a non-refundable option—guests pay 10% less, but you keep your payout no matter when they cancel. Learn more

Strict  

Full refund for cancellations made within 48 hours of booking, if the check-in date is at least 14 days away. 50% refund for cancellations made at least 7 days before check-in. No refunds for cancellations made within 7 days of check-in.

Strict or Non-refundable

In addition to Strict, offer a non-refundable option—guests pay 10% less, but you keep your payout no matter when they cancel. Learn more

[Sarah977]

"offer a non-refundable option—guests pay 10% less, but you keep your payout no matter when they cancel. "

IMO this is not a good policy for hosts to choose- there have been tons of hosts who have reported that Airbnb has refunded guests fully even when this policy was in place. The Extenuating Circumstances policy trumps the non-refundable, so if guests can convince the CS rep that they have a EC, which we all know happens with alarming frequency, they get fully refunded anyway.

[Elena87]

@Genevieve237 

Maybe just send a message directly to this guest, plainly explain their although you appreciate their interest in your place, their conduct has a detrimental effect on your business and it would be preferable if they looked elsewhere and not to consider your listing in the future.

[Genevieve237]

Thanks everyone! Some very helpful information!

[Sarah3223]

I have a similar problem. This guest didnt like my response to his questions and now books nad cancels continuously. Im amazed airbnb permits this. Is there any way to block him?

[Colleen253]

@Sarah3223 Did you read any of the answers and suggestions in the post?