I have a guest who has booked for a 3 month stay. She has now told me, after much discussion, that she wants to cancel the booking. I am quite happy for her to do this if she does so promptly. There are still six weeks remaining before she is due to arrive and therefore plenty of time to attract more guests.
However she tells me that the AirBnB site will no longer accept her password and that she can get no response from Air BnB to help her. I think that she is a relatively inexperienced Internet user. She says that she is asking her credit card company (Amex) to deal with the issue.
The trouble is that this will all take time. I would cancel her myself but don't want to incur the penalties including loss of my superhost status. I can't seem to find any way to talk to anyone in AirBnB for help on this issue.
Anyone have any ideas? Very grateful for any help on this.