Unblocking Cancellations

[Peggy-and-Sean0]

Help! A guest just asked that we cancel because of the smoke from the Napa fires. Though our cancellation policy is strict, we agreed to give her a refund bc she has legit health issues. The guest couldn't figure out how to cancel, so my husband just cancelled on our end. But now the dates are blocked and we can't invite others to stay (we have fire evacuees begging us). I guess we could host outside of Airbnb but that's not the point.... what's up? 

BTW we had instant book which I turned off; and I changed our policy to flexible thinking that would help. But no. Anybody got a resolution? 

thanks!

[Marzena4]

@Peggy-and-Sean0 You must contact Airbnb CS to apply for extenuating circumstances with that cancellation. Point them to your messaging with the guest. Use the contact form or go to Airbnb's Twitter.

[David126]

One of the penaties imposed on Hosts who cancel, rule No 1 as a Host is never cancel.

Call AirBnB and explain you did not understand what you were doing and hopefully they will reverse the penalties.