Hello fellow Hosts,
I am hosting Airbnb in Toronto for one year now and only yesterday experience a request FROM guest to cancel her reservation due to her schedule change. Her colleague wants to take over the reservation date and book under his own name. He is actually replacing her on a business trip to Toronto .
I immediately say OK and ask her to process cancellation from her end and ask if her colleague can immediate book, hoping the spot will not be taken by other guests. She did the cancellation and immediately I got Airbnb notification that there is a request for me to process cancellation from my end.
The notification clearly stated that I have to process cancellation within 2 x 24 hours, otherwise Airbnb will automatically cancel. Since, I want to please host and with hope that her colleague can immediate book the same reservation dates, I processed cancellation from my end. After I did the cancellation, the calendar is remain blocked and her colleague can't reserve. The calendar highlight is now change to "grey" and labeled "cancelled". I was still thinking positive, perhaps Airbnb needs time to clear the calendar. So we both (me and potential guest) will wait.
This is when I got confused: today I got an email from Airbnb which basically WARN me that Airbnb can SUSPEND my listing due to this cancellation event. It sounds like Airbnb accused me (the host) who initiate the cancellation. Moreover, the calendar is remain blocked so no way guest can make reservation on that dates.
I feel this is not right and feel so down that I got hit for doing a favour and try to accomodate for my guest's situation. I reply to Airbnb email about suspension warn, but no response so far. I try to contact Airbnb, but seemly only through this Community Center, I can hope I will get response.
I should get a fair treat from Airbnb as this cancellation not desired by me and as a matter fact I want to get reservation for these Airbnb blocked dates.
Thanks, and please share what is the guest's cancellation procedure that I missed......