Why I get penalty after I cancelled an instant booking against my house rules?

[Z-2]

I just cancelled a reservation. That's the first cancellation I had. The guest booked our house using instant booking. He will bring a dog. He gave me an inquiry about that. I was just about reply No and he booked (only 4 minutes after he submit an inquiry). Our house rule clearly states NO pet policy. Then I replied him we can't accept him because of that. Then I proceed to cancel this reservation. 

When I cancelled online, there is no selection as "Against house rules", so I picked "Others" and write "they will bring dog and I have no pet policy". But it says I need pay $50 cancellation fee. Why? Anyway, I still cancelled it, thinking the earlier cancel, the better for both of us.  But because of this,  I not only get $50 penalty, they also block my dates. But why, I think it should be penalty-free. From this article: "How do penalty-free cancellations work for Instant Book hosts?"
https://www.airbnb.com/help/article/2022/how-do-penaltyfree-cancellations-work-for-instant-book-host...
it says:
"Hosts who have Instant Book turned on for their listing can always cancel, without penalty, if they’re uncomfortable with a reservation.

Some examples of when a host can cancel penalty-free include:

The guest has several unfavorable reviews that concern the host
The guest hasn’t responded to questions the host needs to know about their trip
The guest makes it clear they’ll likely break one of the host’s house rules, like bringing a pet or smoking"

So I am uncomfortable with this reservation because he will bring a dog. It should be penalty-free cancellation. 

I called Airbnb (waited a long time), the Airbnb lady insists I just can't cancel any reservations  on guests. If I do, there is a penalty and date block. She said the only way I can prevent this is turn "instant booking" off. Is there something wrong here? It seems unreasonable at all and against their own policy. Thanks!

[Z-2]

@Anonymous Yes. I may reconsider Instant Book. Thanks!

[Lisa723]

@Anonymous hey! I’m an instant-book fan and I don’t think of myself as a complainer. Never canceled until covid. (But I don’t share  space with guests.)

[Sarah977]

@Lisa723  There are of course some hosts who really haven't had hassles with IB guests. On this forum, you, Helen3, Linda 108, and Emilia (can't remember her number) come to mind as saying you're fine with it. But you are all quite experienced hosts and obviously are adept at vetting guests. I think it's a risky thing for newish hosts.

I have observed the same as @Anonymous, though- most of the horror shows reported on this forum are guests who IBed.

And even those who say they are fine with IB, also indicate "I just call Airbnb when I'm uncomfortable with a reservation and haven't had a problem cancelling".

Personally, I have zero interest in having to call Airbnb to get a reservation cancelled. That seems like a hassle to me. 

[Stephanie]

@Emilia42  I believe you are thinking of @Sarah977 

[Emilia42]

I have always used instant booking as well and never had to cancel a guest.

Instead, @Z-2, if you find your self in this predicament again get the guest to cancel.

"Hello XX, unfortunately, my home is not suitable for pets, as written in my house rules, no matter how well behaved. I understand you want to include your dog in your vacation so I would suggest you book a place that will accommodate all of you (if not I can give you some information for some highly rated kennels in the area.) Airbnb will keep their service fees and potently your booking deposit if do you not cancel the reservation within 48 hours. I would hate to see you lose any money." 

In my experience, they will almost always cancel right away. (This is, of course, if the guest has previously mentioned that their dog is a "pet." A service animal is a totally separate conversation.)

[Z-2]

@Emilia42 Thanks for your suggestion. I do learn a lot from this cancellation. Never thought about Airbnb support is this slow though. I haven't get any reply from the support team since my case moved to support team Jun 3th. I send a message every day to remind them. Phone call does not help since all they said is asking me to wait for support team to get back to me. They said they can't do anything even though they want to help. Anyway, just wait now. Thanks

[Linda108]

@Z-2   I have had IB for years and have had to cancel reservations on occassion for various reasons, but I ALWAYS call Air BNB staff.  I have never had a problem with getting the cancellation attended to without penalty.  Two suggestions for you:  Realize that the automated system for cancellations cannot recognize when it is justified under either IB cancellations or extenuating circumstances cancellations therefore will levy all the host penalties.  Only a human can do that.  Secondly, don't call during high call volume time.  Call around 4 AM.  I am awake, but if I wasn't, I would set an alarm.  All that being said, it is my opinion that customer service is at its worst right now.  25% layoff of staff plus work from home plus poor morale plus poor training has taken it's toll.  In your case, call again early in the morning making sure you have communicated through the Air BNB message system so the CS can see the communication.  Good luck!!

[Z-2]

@Linda108 Thanks for your suggestions. I am new to AirBnb and didn't realize this will cause so much trouble for me. I thought cancelling it as soon as possible is good for guest and host. I called this morning and representative told me my case already in the system and they will get back to me in a few hours. I think the airbnb automated system already put me in penalty and the general representative can't do anything now. The lady I talked yesterday tried to unblock my date, but said she can't do that in the end. Now I have to wait for support team get back to me. Thanks!

[Mark116]

I thought Instant Book allowed 3 penalty free cancellations per year?  Is this no longer the case?

@Z-2 case seems to fit perfectly what an approved reason for cancelling would be, the guest is intending to break the house rules by bringing a pet to a not pet listing?  

[Z-2]

@Mark116 I think Linda108 is right when deal with machine, looking back, I think I should pick ‘I am uncomfortable or Covid-19...’ selection, not "Others" and wrote reason there. But after the machine put me in penalty, it have to go through support team. Thanks!

[Ria16]

@Mark116  I just cancelled one the other day and i was very pleased to see I would not be penalised. Different scenario in that I couldn’t open this weekend. 

[Z-2]

Just an update, I called Airbnb last night and still ask me to wait for support team to get back to me. Gave me the case number, but don't tell how long I still need to wait, just saying they will solve the issue soon. So far, I still haven't get any message from support team after they forward me case to "a member in their team can better assist me" in June 3th . Really frustrating!

[Z-2]

Is there any way I can reach the airbnb support team faster other than call the support number they provide and message them? I called Airbnb few times and they just ask me to wait for support team to get back to me. I texted them many time but haven't get any message from support team after they forward my case to "a member in their team can better assist me" in June 3th . Now it is been 4 days, but didn't get anything from them. No reply message at all! Any suggestion what I should do now? Just wait,  seems wait forever. Thanks!

[Fred13]

@Z-2 An axiom with Airbnb should be that a host should never, ever cancel a reservation - IF you can help it. Always exhaust all other options first. Any case with Airbnb that requires their human intervention is usually a hassle, because their personnel tend to apply their policies inconsistently and unpredictably. 

[Z-2]

@Fred13 I am new and never cancel any booking before. I thought cancelling quickly is good for all since it will not cause any damage. Also I think I have a valid reason. But now I know. But still Airbnb support is not doing a good job to solve this problem. 4 days, no any calls or messages back to me!