Concern re advice given by Airbnb

[Judith457]

An Airbnb advisor has given advice / comment to a guest which has compromised our position. We have a minimum stay policy of two nights (for a reason). Airbnb has indeed sent a circular recently with regards to increasing uptake on stays by changing rules on the nights to be stayed. This was only advice to enhance number of stays but was not a requirement for the host to do so.  The guest in question has made several inquiries over the last few months about staying one night. We informed them that our policy was two nights minimum and it is evident that they have deliberated on this point.  With this in mind they have still booked. (Interesting other guests have asked about one night but in fact appreciated the two nights- one of our reasons as pointed out above). When it has come to paying the second night to you recently  they contacted your team and were given the advice that it is possible for us to temporarily drop our hosting arrangements to suit them alone. Their group is large and fills the cottage. This will involve a lot of work for us and is a further reason for our hosting rules.  

We have worked particularly hard to be good Airbnb hosts since joining in May 2019. Have reached superhost status quickly with a 100% record all round with what we regard as excellent reviews.  

This sort of advice from the advisor has compromised our position now. We should have been contacted by Airbnb first about this or better still the advisor should state that we have not changed our rules. 

We are now in the position of 1/ not changing the specific booking and potentially getting a bad review. 2/ cancelling the stay in view of potential comments and work we need to cover 

3/ cancelling and composing our superhost status or 4/ accepting their last minute request which may or may not have advantageous comments.  If Airbnb wishes to make up the difference then that could be a compromise. 

We await your advice on how to proceed. 

Judith 

[Maria3538]

Judith you need to call Airbnb.  This is a forum for the host community to share experience and help each other and is not a connection to Airbnb support.  Call them and they can help you resolve this.

[Mike-And-Helen0]

@Judith457 you need to tell the guests that your published minimum is your published minimum.

Am I right in thinking they've not arrived yet?

Hopefully they'll cancel because they sound like they're not going to be great guests.

They can either abide by your rules or book somewhere where they like the rules.

Or, they can pay for two nights and not use the second, if they really really want to stay at your place.

[Mark116]

@Judith457   Airbnb can't change your rules, so if your listing said there was a 2 night minimum when they booked, then that is what is in force.  I would try to get the guests to cancel in this situation or maybe try and get airbnb to cancel.  You should not cancel

[Luana130]

I'm sorry, I'm a bit confused...How is it that they have paid for the first night and not the second? When a guest makes a reservation for 2 nights they don't pay one and then the other...  Is your calendar really set for 2 nights minimum? Did they book one night and then you told them that they had to book a second night? Check your calendar ....

[Helen3]

Just confirm with the  guest your listing is priced for a minimum two night stay. They can of course just stay for one night but pay for two.

if this doesn’t work for them to find somewhere in your area with a one night stay..

call  Airbnb and tell them it was unprofessional and inappropriate to tell your guests you can reduce your minimum one night stay when you have  your minimum set for a reason.