Cancellation issue

[Brenda909]

Please have someone call me as soon as possible, regarding a cancellation in August - due to the owners from California, taking the unit offline.  I have been working with Angel, via email, but have had no response.

We would like to take care of this immediately, but need to confirm with your office.

**

I was told to respond to an email with a copy of the letter from the owners, which I have done.  This booking is approaching 30 days, and it is quickly becoming an inconvenience to the guests, and we need to resolve asap.

I am holding off on contacting the guests to explain, as we need to know that we at Porchlight, with our account with Airbnb, will NOT be penalized for having to cancel, due to the owners removing from the site, causing this cancellation - beyond our control.

Again, please have a rep contact me as soon as possible, so we can alert the guests and give them time to find another unit, should they choose to do so. My phone number is listed on the account, however, here is it:**

Brenda

**Personal information hidden due to safety reasons - Community Center Guidelines] - Please note that it is not allowed to share any personal details publicly for your own privacy

[Sarah977]

@Brenda909  You have posted this on a public discussion forum for hosts and guests. This isn't Airbnb customer service. If yo aren't getting decent service from the Airbnb rep, try contacting CS through Twitter.

You should remove your phone number and personal details from your post- the entire internet now has access to it.

And I suggest you contact the guest to let them know the situation, so they can know and start thinking of alternatives. It isn't fair to leave a guest in that position simply because you are having issues with the owner. It seems obvious that you won't be able to host this guest, so if Airbnb won't waive the penalties, what reason is that not to let the guest know? You can't honor her reservation one way or the other.