Trying to help a customer cancel

[Stephen285]

Okay, I guess this is customer service now. Hi!

Guest attempted to cancel a reservation a couple of weeks in advance. We have a flexible policy. The guest got a message that the operation was not possible and to contact customer service. When they reported their customer service experience to me, I contacted customer service to help. As a super host, I’ve always had good response from them. This is not the case presently.

 

We have tried a few tips, including having her try to cancel from her computer rather than a mobile device, and attempting to cancel after first altering the reservation dates. She got a message saying 

“You have reached your AirBnB access quota. Please contact AirBnB support if you continue to receive this error.”

AirBnB access quota? What? Can anyone help me help my guest cancel her reservation? I’d also like to have AirBnB refund her whatever fee they might have collected for our inconvenience.

[Emiel1]

@Stephen285 

I found 1 other person contacting Airbnb via Twitter for same issue (2017), hope you will get same respons:

:>)

https://twitter.com/hemant_bidawat/status/899770400896237568

[Stephen285]

Wow! Excellent find, thank you! I will advise my guest to attempt a Twitter dm!

[Stephen285]

SOLUTION FOUND! Case resolved!

Thanks, everyone who contributed to this thread. The guest deleted her app, redownloaded it, and the cancellation happened. She was very patient and cooperative throughout the process. Just amazed that the solution, simple as it was, did not occur to either of us, or to any of the support team we ran the problem by over the course of a week.

I hope this thread helps someone in a similar jam one day.

[Mike-And-Jane0]

@Stephen285 You can mark your final update as a solution to help others find it.

You are right - the equivalent of switching off and on again should have occurred to all of us.

[Helen427]

@Stephen285  If you are unsure how to mark @Emiel1  answer as Solution found as suggested by @Mike-And-Jane0  I'm sure others in this topic will guide  you through the process.

All the best

[Ian-And-Anne-Marie0]

@Stephen285 

Over the course of that week, why did the support team not just cancel for your guest?

They seem pretty keen in other circumstances.