Booking cancelation for my guest

[Sergei24]

Hello, 

My guest wants to cancel the booking, but he can't not do it from his mobile phone and does not have a pc. How can we do it ?

[Donna240]

Although I do not understand why his mobile phone does not allow him to cancel, I have an easy solution. He needs to go to a place that rents PCs by the hour, log into his account and cancel. 

[Helen3]

Hi @Sergei24 

There is no reason your guest can't hit the cancellation button on his booking confirmation using the app on his phone (unless a technical error).

Suggest he calls Airbnb straight away to ask for their help.

Do not cancel on his account or you will face penalties.

[Ricardo85]

@Sergei24 

Your guest wants to avoid your cancelation policy.

Ricardo

[Emilia42]

@Sergei24 

You can call Airbnb customer service and ask them to cancel on behalf of the guest. I've done this before. Just make sure that the communication over the Airbnb messaging is clear that the guest is asking to cancel. It will be a mutual cancelation and not penalties will apply to you. DO NOT cancel for this guest on your own. You will pay a high price.

[Quincy]

Hello @Sergei24,

Welcome to the Community Center.

I was wondering if your guest was able to cancel the reservation?