Hi, I am a host with standard settings of a minimum 3 nights and a 5% discount for any stays of 7 nights plus. I have custom settings for August that change to 7 night minimum with no discount. All 4 weeks in August were booked out by mid April, all at 7 nights with no discount. One of those guests, let's call him guest M, had to cancel his booking 9 nights before his check in day. He did this at approx. 19:30 on Thursday night and I received the text from Airbnb while I was eating my dinner. It didn't come as a surprise as we'd been messaging back and forth - the poor guy had been diagnosed with a brain tumour. What did come as a surprise was the text from Airbnb, less than 15 minutes later saying "Congratulations! You have a booking from", let's call her guest S. Guest S had booked 3 nights slap in the middle of the 7 night week that had just been vacated by guest M. How could that happen? There was a 7 night minimum on it and how could I have inadvertently changed the settings on dates already booked? That isn't possible. And I didn't log in between the cancellation and the new booking. Luckily for me, guest S was very amenable and extended her booking to the full 7 nights, but she was given a 5% discount by the software. I have been messaging back and forth with Airbnb support over this for nearly a week now. They say they have checked and there is no bug in the software. They say that they don't have the ability to change my settings. They are offering no explanation as to how this has happened. The implication is that I am lying and that I did it myself. The financial loss I have suffered as a result is just my tough luck. Case closed.
But, I didn't change anything, so how did a 7 night booking with no discount be replaced with a 7 night booking with a 5% discount?
