A customer cancelled due to difficulty in verification on Airbnb.

[Heather-and-Lou0]

We had a client who had confirmed a booked a 2-day booking then cancelled due to problems with verifying her ID.  She is from Australia and we've now lost 2days income.  How do we get compensation for this as it was neither the client or our fault but Airbnb.

Email correspondence below;

Hi Heather.

So sorry. I had so much trouble verifying my ID with air BNB!!I have booked somewhere else. Please arrange to cancel this booking as I had no idea that this booking was going ahead, as I could not complete the verification.

Sincerely,
(name withheld for privacy)

Our response
Hi (name withheld for privacy). That's strange you have been accepted and booked at our end and you are verified with the green tick etc?

Any suggestions

Heather & Lou

[David126]

Very odd, if someone wants to cancel they can, up to them.

Asking you to cancel, weel as a host your never cancel.

I would reply sorry you could not make your booking, if you wish to cancel this is something you must do, I can not do it for you.

[Donna15]

@Heather-and-Lou0, the matter should be addressed to AirBnB.

You can reach them via the Help link at bottom of this page.

Or via Facebook.

https://www.facebook.com/airbnb/?fref=ts

Or – if you have a Twitter account - try twitter@airbnbhelp. It’s said there’s a quick response.

Essential reading for hosts.

Contains a link with several international phone numbers (‘Contact AirBnB’).

https://community.airbnb.com/t5/General-Hosting/Community-Help-Guides/m-p/23100#U23100

The contact number in NZ:

+64 4 4880 888

[Marit-Anne0]

@Heather-and-Lou0

It would probably be best to ask the guest to contact airbnb.  In the end she will have to cancel one of her bookings - she might keep yours 🙂

[Andrea9]

@Heather-and-Lou0

And BTW - here's a recent post you might like to read about this new cancellation 'trick' that's been rolled out dinging hosts in case it's pulled on you!:

https://community.airbnb.com/t5/Community-Help/keep-an-eye-out-for-CANCELLATION-REQUEST-from-guests/...

[Heather-and-Lou0]

Thanks Andrea. I got her to create the cancellation because I found out about this along the way. 

[Heather-and-Lou0]

Thanks but she has already cancelled. I did not want to hold her up. She had spent over 2.5 hours trying to get her ID verified and I beleive her.

[Heather-and-Lou0]

Thank you Donna so much . I will call them tommorrow and direct them to my email conversations etc.

I let my booked person cance. It is Airbnb that made an error it seems.. but I will find put tommorrow.