cannot cancel booking

[Lucy624]

Hi,

I need to cancel a booking due to covid-19 which is covered by the extenuating circumstance cancellation policy. Whenever I click to cancel via 'trips' the 'why are you cancelling' page is blank, meaning I cannot cancel! This is highly frustrating in a time when we are already struggling. I have tried different devices/browsers but am constantly hitting the same problem. I also do not appear to be able to message the host?!?! Please could someone advise? Thank you.

[Marit-Anne0]

@Lucy624 I have seen from other posts on the forum that airbnb is updating their software, so there may be a bug. 

Perhaps try and contact airbnb to have them do the cancellation for you. Contact details should be on your booking confirmation.

[Helen3]

I would suggest you call Airbnb @Lucy624 . Sounds like it's a technical issue.

[Oana-Gabriela0]

I have the same issue. @Lucy624 did you contact someone? Do you have an update? Thanks!

[Oana-Gabriela0]

Hi @Lucy624 ,

I succeed to figure out why I had this problem.
The reservation was done from another account and I was only a member of the reservation. The only person who can cancel / modify it, is the main guest (the person from which account the reservation was performed). 

The others can only visualized it.

Are you sure you are the main guest?