AirBnB not canceling a booking

AirBnB not canceling a booking

How to proceed if AirBnB refuse to cancel a booking? 

 

I contacted AirBnB support twice yesterday to cancel a reservation (the guests are in the property but I would like them to leave immediately) and despite repeated assurances from AirBnB support  (see support messages attached) they have not contacted the guests and have not cancelled the booking. 

I’m not sure if this is a legal breach of their terms and conditions, but it is a serious breach of trust between us and the platform  and the companies responsibility towards both the guests and the hosts. 

I have informed the guests that their booking is cancelled but if AirBnB continue to take no action I fear they won’t get a refund and will be left without support. 

It’s shockingly bad behaviour from a company that claims to be “caring, open, and encouraging to everyone we work with.” 

 **[Private conversation removed in line with the Community Center Guidelines]

2 Replies 2
Kate867
Level 10
Canterbury, United Kingdom

@Ian35187   I am guessing that you are wanting to cancel due to Airbnb withholding payments from you whilst taking their own ‘sweet time’ to verify what is already extremely obvious on your listings, and no doubt on your account. ie, that you are not Russian and that you were a host long before the Ukrainian/Russian conflict started.  And as much as I sympathise with your guests who have probably not done anything wrong and don’t deserve to have their holiday come to an abrupt end.  I have a great deal more sympathy for you not getting paid whilst still trying to pay the bills and be a Superhost.  Please feel free correct me if I am wrong.  Regardless, Airbnb should be ashamed!

 

Hopefully your request to Airbnb to cancel on your behalf will give them the boot up the derrière that they need.  The only other way to cancel is to do it yourself, which will almost certainly cost you your Superhost status which is also an outrageous option under the circumstances. 

Although it will be little comfort right now, they do seem to be slowly, at the pace of a snail with a superglued bum, trawling through Ukrainian Hosts accounts and reinstating payments so I would hope that you do get paid in due course.  In the meantime, in your position I would probably keep on at them.

 

 

 

 

 

They never cancelled the booking, never responded to us and closed all the support tickets with no update. 


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