Cancellation Policy

[Tamra4]

I recently had to cancel a reservation that was coming up in 64 days.  Our community water well is going to be worked on and there would be several hours without water.  I had Instant Book and that stated that if you had to cancel your reservation that wouldn't show up on your hosting profile, but it has.  Also, that we could not be a Super Host for a year after.  What do people do in this instance?  I did not want angry guests!  I have since changed to not have Instant Book status.

[Emiel1]

Hello @Tamra4 .

Cancelling a reservation as a host allways generates penalties from Airbnb (and the cancellation message listed). Where did you read it does not when on "Instant Book" ?

I would have informed the guest about the situation, maybe they can deal with it, or some small refund will do. Otherwise call Airbnb and explain situation.

Best regards, Emiel

[Letti0]

@Tamra4  Call AirBnB immediately if you have proof of this water being turned off during the stay you  cancelled it will fall under extinuating circumstances. 

AirBnB number:

United States and Canada

+1-415-800-5959 +1-855-424-7262 (toll-free)

[Brev0]

Hi Tamra,

I had a similar problem.

We have animals that live on the property and even sleep inside which is noted in our property description for guests. A guest "Instant Booked" and asked us to remove our dog as he was "Scared"of dogs. Because we cancelled his booking after messaging him Airbnb removed our Superhost status. However after writing to Airbnb and explaining the situation they said I wouldn't be penalised on this occasion. But when the time came for the next assessment for Superhost we lost it.

A further message to Airbnb came back with a different reason that our "Location" reviews were only 4 stars. I thought this was very unfair as Location is very subjective and means different things to different Guests.

[Letti0]

@Brev0  Location rating has no effect on superhost status. It had to be another reason. Call them. New Zealand +64 4 4880 888