Escalate a complaint

[Amy3606]

Hi,

I'm looking for help to escalate a complaint.  I am a guest and booked an Airbnb yesterday.  This morning, I had a message from the host telling me he cancelled the booking because he thinks the property is worth more and wants to book it at a higher rate.  I see now the host has the price 3-4X higher than what I had book it at.

I feel this is a major breach of trust that Airbnb would allow a host to cancel a legitimate reservation because they want more money.  This type of action should be prohibited.

Airbnb has not honored their AirCover policy to help me find a similar property.  They offered a $300 credit and sent me links to properties that did not suit my needs (wouldn't fit the number of people I booked the original place for, among other failures in similarity including amenities, quality, location), and they also sent me links to properties that were even higher in price than the original listing's new 3-4X price, which is extremely tone deaf and inappropriate.

I've been left in the lurch and I need help to escalate this completely breach of trust and policy.

Thank you for your help.

[Helen3]

Sorry @Amy3606 that Airbnb are  being so unhelpful. 

Did they give you a reason they the hosts dates are not blocked when they cancelled the booking.

when is the booking for ?

how much more is the alternative listing that you have found.

in your situation I would post publicly on Airbnb's socials .

[Stephen1004]

Airbnb blocking dates is in conflict with their claim that they are not a party to the host/guest agreements.

[Joan2709]

@Stephen1004 

Airbnb can (and does) block dates when a Host cancels a stay:

Cancellation Policies

https://www.airbnb.com/help/article/990

[Amy3606]

If all they did was charge the host a fee for doing this, then all that happened here was Airbnb made some extra money.

[Joan2709]

@Amy3606 

That is not what should have happened...as I mentioned, the dates should be blocked by Airbnb so the Host cannot re-book the dates with another guest. Airbnb will fine the Host and the Host has to pay a fee (that is a consequence for the Host). Yes, Airbnb will collect that fee/fine. 

When you look at the calendar for the listing, do the dates show available?

If the Host tried to get around the blocking of the dates by creating a new listing...he might get away with it for a short time. Eventually the new listing will be suspended and most likely they will be banned from the platform. 

If you see that the Host created a new listing to circumvent the blocking of the dates, contact Airbnb and tell them that. Give them your original reservation number and the new listing URL at the top of the page.

[Amy3606 · Accepted solution]

We have a result:

What I did was make a post on Twitter to Airbnbhelp with a photo of my booking receipt and the host's listing available for the same dates at the higher price .  Airbnb contacted me IMMEDITATELY and offered a credit to cover the gap between what I paid and what the host's new price is and I can choose to stay at the same place or choose a new place.   This is the right action for Airbnb to take but it's unfortunate I had to share the dirty laundry to the public to get them to do the right thing.

[Joan2709]

@Amy3606 

Glad that worked out...I definitely wouldn't stay at the same place though. This Host's behavior is atrocious and I wouldn't book with them. 

Still don't know how the Host was able to cancel your stay and then still have the dates open to re-book? Something is fishy there.

[Amy3606]

Yes, I will book elsewhere for sure.  I wouldn't want any hostile energy from the host either.
Airbnb told me they were not going to share how the host was penalized for doing this but I can say it is currently still an active, available listing for those dates at that higher price.

[Mike-And-Jane0]

@Stephen1004 It is in the Ts&Cs as a consequence for a host cancelling. Airbnb can do this  as they can make their platform available whenever they want.

[Helen3]

Airbnb have never claimed that. @Stephen1004 

their T&C  clearly state if a host cancels a guest booking indicating the listing isn't available then the dates will be automatically blocked 

[Helen3]

@Stephen1004