My guest wants to cancel as I cannot currently provide broadband

[Amanda1714]

Hi - I have lost my broadband service (and that includes the TV network) due to an RTA until 15th November.  I contacted my upcoming guests to inform them and one guest has decided to cancel.  I have told him that he needs to approach Airbnb to cancel.  Last year I made the mistake of accepting cancellations (due to COVID) and it means I haven’t got Superhost status.  How do I cancel without being penalised?

[Emiel1]

@Amanda1714 

There is an important amenity not available, so Airbnb will probably cancel the reservation on your behalf (with penalties).

[Colleen253]

@Amanda1714 If this is due to something beyond your control, you would be better to contact Airbnb yourself and explain the situation. Advise them the guest wishes to cancel. Hopefully you get a rep who understands and will do a neutral cancellation. Otherwise, it will be as Emiel alludes.

[Mike-And-Jane0]

@Amanda1714 If it is stated in the messages that the guest wants to cancel then a decent rep will usually allow a neutral cancellation.