Host wants me to cancel my trip

[Marin5]

Hello, 

I booked trip to France 2 days ago. 
Apartment had an instant book option so I picked my dates and my credit card was charged. 
Host started conversation with me and everything was fine. 

But, today he sent me message and said that he can't host because his family comes on weekend I booked. 

He asked me to cancel my reservation and said that he can refund service fee. 

I haven't been in this situation yet, but I think he has to cancel that reservation?!
I'm not the one who wants to cancel trip. 

What is the best (safest, easiest) way for me to get my money back? 

Thank you! 
Best regards, 
Marin 

[Jann3]

Thank, @Marit-Anne0! I couldn't have said it better myself. Same-day turnarounds are extremely important for us. Check-in/out times are there for a reason...and thus yes, some people are more suited to hotels. However, I will add this: Hotels only allow early check-in if there is a room available - and clean. They also tend to charge for extremely early check-in (aka before noon on a 3pm check-in)

[Mariana170]

Hi

I just made a reservation and the host call me in the next 5 minutes to tell me that the property is not available, and that if I cancel i get a 100% refund; I dont trust that, because in the policies said that the host hast to cancel if i want my money back

The question is that, what happens if he doesnt cancel?

[Clare0]

@Mariana170 if a host has informed you that they cannot accommodate you and they have not cancelled (which they should because they are the ones who can't honor the reservation) then you can formally request that they cancel through Airbnb.  Here's the link to use: 

https://www.airbnb.com/help/article/1250/what-should-i-do-if-my-host-needs-to-cancel

Airbnb will ask the host to cancel or confirm that they can accommodate you.  If they do not respond, Airbnb will automatically cancel the reservation as a host cancellation. This is best done on a laptop / PC through an internet browser.  

I hope this helps!

[Sarah2271]

I realize this comment is 2 years old but I'm in need of clarity here.  If the host messages that they can no longer accomodate but they haven't actually canceled, I can do the cancel request myself as the guest and if the host confirms the cancelation, it goes on record as being canceled by The Host and NOT the guest?  It's weird because why is there even a loophole like this? If the hosts needs to cancel, they should just have one option: to cancel it themselves.  This is happening to me today.

[Clare0]

@Sarah2271 If the host is the one that needs to cancel, under no circumstances should you cancel because if you do, it will be reflected that you chose to cancel, not the host. Besides, depending on how close the reservation date is to the cancellation, Airbnb will offer you a discount if you rebook.  This not available if you process the cancellation.  

This is the proper procedure if a host needs to cancel but asks you to cancel instead (so they can avoid penalties which they can work out with Airbnb directly):

https://www.airbnb.com/help/article/1250/what-should-i-do-if-my-host-needs-to-cancel?

By sending this cancellation request to the host, the host will have to either cancel themselves or honor your reservation.  You will not be the one cancelling. 

Clear as mud? Feel free to ask questions.  You can notify me by using @Clare.

[Sarah2271]

Thanks!  @Clare0 I am about to do this but I noticed my refund won't be in FULL.  I paid $123.06 (half of the full amount) but my refund according to airbnb is only going to be $94.94.  Airbnb is keeping their service fees.  WOW.  That's not cool!

[Clare0]

@Sarah2271 You should get a full refund including fees if you follow the steps in the link I sent you.  Did the host tell you to cancel through Airbnb messaging? Even if not, you should contact Airbnb directly to explain that the host has asked you to cancel.  

Here is what happens when a host cancels: 

https://www.airbnb.com/help/article/170/what-happens-if-my-host-cancels-my-reservation

Be sure you are clicking on "My Host needs to cancel". That will send a message to the host that they need to cancel if they cannot accommodate you. 

If you are still having problems, get in touch with Airbnb to explain the situation. 

Here's how to contact Airbnb:

https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide

I would advise using the Twitter option or by using one of the phone contact numbers. 

Keep me posted on how you get on. 

[Sarah2271]

@Clare0 the host messasged me this morning: "Sara, I am so sorry but our house will not be available for you in July due to unforseen circumstances. Please use another Airbnb Listing. Sorry for the inconvenience."  She did not cancel it though.  
I followed your directions and I did choose "my host needs to cancel".  I have not submitted the request yet because it doesn't show a FULL refund and I'm not satisfied with that.
Here's where I'm at 

[Clare0]

Ok @Sarah2271 best to contact Airbnb so they can put you at ease about your refund.  Since I am not an employee, I cannot see your account nor the messages between you and the host.

I believe what you are seeing as a refund is what you would be refunded if YOU cancelled, not what you would be refunded when the host cancels.  But, to be absolutely sure, get in touch with an Airbnb rep as soon as you can. 

[Sarah2271]

OK @Clare0 Thank you so much for your help and the links!

[Clare0]

You are very welcome, @Sarah2271 .  Many hosts are relunctant to cancel reservations since Airbnb imposes penalties on them when they do so.  That said, sometimes hosts have a legitimate reason (in Airbnb parlance "extenuating circumstances") whereby they can cancel and avoid these penalties. 

I once had to cancel a reservation on the very day a guest was to arrive because I discovered a gas leak.  Needless to say Airbnb was very helpful in assisting the guest with other options and I was not penalized since it was an emergency.  

I don't know why your host needs cancel, but for sure Airbnb will get to the reason if you get in touch with them. 

All the best and hope you find an even better place to stay on your trip!

[Sarah2271]

Hi, again @Clare0 I just clicked the link you provided to get in touch with Airbnb and it landed me on a Page Not Found that says: "The page you are trying to access was not found. Please check your URL for typos and try again."

[Clare0]

Sorry about that @Sarah2271 . The link might have been replaced.  Try this link to call Airbnb: 

https://www.airbnb.com/help/contact_us/call_us

Since you are in California, these numbers should be good for you. 

[Sarah2271]

Thanks again!  I'm on it. @Clare0 

[Jillian26]

This situation happened to me today - nothing much new to add except that once they let me know they cancelling - didn't respond to my message asking them to cancel and I sent a cancellation request I looked at their profile a little more... I had originally booked with this person partially because they had 5 stars and a few reviews, not a lot, but better than nothing and I'm staying with a dog which narrowed my options.  Turns out they have 5 reviews and 6 cancellations, but the only way I found out they have a history of cancelling is by going to the reviews of the host that the listing says are reviews of other properties...  I would never think to look at the reviews of the host for other properties, but I would think the reviews for the listing I want would have that information and informaiton about this property and the area.  Additionally, the host doesn't have any other listings, so there's something weird there.