Cancelled bookings

[Jo310]

Iv been doing Airbnb for the past two years and generally it’s a really positive experience. In January this year I had to cancel a

booking for the first time ever because my mother had to have cancer surgery. The traveller was very understanding and wished me well. However because of this Airbnb have taken away my super host status. Iv met all the other requirements. I think this is totally unfair and unacceptable. My mother was very ill and I had to be with her at the time of the booking. What can I do about this. ? 

[Emiel1]

Hello @Jo310 ,

You had to contact Airbnb in januari and explain, read more:

https://www.airbnb.com/help/article/1320/what-if-i-need-to-cancel-because-of-an-emergency-or-unavoid...

Maybe still give it a try:

Contact Airbnb - A Community Help Guide [UPDATED]

Hope this helps,

Emiel

[Matthew285]

@Jo310 as @Emiel1 has outlined, you should contact Airbnb and as for an exception to the host penalties due to Extenuating Circumstances.

In the future, any time you are forced to cancel due to outside forces, you should contact Airbnb about it instead of just cancelling on your own. You may find a sympathetic Airbnb support person to help you avoid any penalties.