Booking cancellation hell

[Charlie108]

Hello, I am desperate need of help. I booked a place on Airbnb and the money was debited from my account. I then received a message from the host informing me that the place is fully booked. I tried to cancel and ended up making a request for a call back. They informed me that If I want a refund, I would need the host to cancel the booking which would effect a refund. I then sent a message to the host requesting that he cancel the booking so that I can get a refund. He informed me that he had not received any request for a booking. I explained to him that Cristina at airbnb told me that he had a setting to instant book and that was the reason for this. I asked him to please just go online and cancel the trip so that I would get my refund in order to book another place. He then disappeared. Attempts to contact airbnb again have been fruitless as the call centre is apparently now closed. The hosts number is sending me through to voicemail and none of my messages are getting a response. I have to make this trip today and unfortunately, I still need accommodation. I fear that I am being swindled in some way because this was my first time using Airbnb. I think I should have rather just gone to a bed and breakfast or a hotel. I need this money since it is the bulk of my accommodation budget for what was supposed to be a 2 day, exciting impulse adventure which has now turned into a nightmare. Can someone please help with a number of who I can call about getting this sorted.

[Oomesh-Kumarsingh0]

@Charlie108 Contact Airbnb immediately via twitter @AirbnbHelp send them a private message. They will respond to your inquiry quickly. I am sorry that you had to deal with a bad host some people are simply irresponsible and do not update their calender this is why you were able to book his property but then he realized that he already had a booking outside Airbnb and even didnt bother to cancel your reservation as he would need to pay a penalty. He is trying to run from you make sure he get removed from Airbnb he is a fraud. Next time i would advice you to always ask the host if his or her property is available before booking. Avoid IB! Good luck.

[Charlie108 · Accepted solution]

Thank you very much @Oomesh-Kumarsingh0, I managed to get in touch with the airbnb people and they were very helpful. I found an excellent place with a really wonderful host and had the best trip. It might have been rocky initially but the rest of the trip was just the best.

[Oomesh-Kumarsingh0]

@Charlie108 I am happy to hear that you managed to solve the matter.

[Marit-Anne0]

@Charlie108

There is a shortcut that might speed up the cancellation process.

Go to the booking, choose change or cancel, then choose cancel, then choose the reason "host needs to cancel" from the drop-down menu.  The host has a certain amount of time to accept or decline. If host does nothing, the booking will be cancelled automatically for a full refund.

[Charlie108]

Thank you very much @Marit-Anne0 , I managed to get in touch with the airbnb people and they were very helpful. I found an excellent place with a really wonderful host and had the best trip. It might have been rocky initially but the rest of the trip was just the best. Your advice is also wonderful, thank you very much for it. If I should ever meet up with a similar situation (God forbid) I will certainly try this out. It was just scary to think that my money was being held hostage. Thank you for all your assistance. 

[Sarah977]

Charlie- to avoid this type of hassle the next time you travel, you might consider turning off the instant book filter, which comes up by default when you search (which I think some guests don't realize). You will then see even more places available, because not all hosts use instant book. If you are interested in a place, you can just make an "Inquiry" to the host. This way you don't have to put $ up front, and can exchange a message or 2 with the host to get a read on them, then you can make a booking request.

Glad it worked out for you.

[Vladimira0]

hello   I need help , i got message that guest want to cancell reservation on  Fefruary 8  9 - one night, i did cancel it,  send guest  a  message that I am sorry about it, but she reply that airbnb send her message to cancell that the date is not availble. I do not know how fix this mess.  I like to have this guest, but i do not know what i can do now, please any sugestion. thank you Vladimira

[Helen3]

 Hello @Vladimira0

I am rather than confused by your post.

Initially say you got a message from a guest wanting to cancel. If that was the case you should have advised your guest to cancel the booking by hitting the cancel button on their booking confirmation.

By you deciding to cancel the booking, rather than the guest doing so,  you have blocked out the dates and indicated your place is not available. This is why the guest got a message saying the dates aren't available. Hosts should never cancel a booking unless it is completely unavoidable And certainly not because a guest indicates they can't come.

You need to call Airbnb straight away to resolve this situation. All the ways of contacting them are at the top of the forum you are posting in under the Contact Airbnb post.

Also do take the time to read the useful community guides for new hosts on these forums and Airbnb's Help Centre.

[Vladimira0]

Hello Helen,

thank you for your response and advice , i will learn what to do , Thank you again Vladimira

[Umair6]

Hi Can someone help me. I m on my way and just host late in the evening canceled my bookoing. Please let me know what to do. I need urgent help.