Confirmed guests do not respond. Cancel their reservations?

[John--Lisa-And-Greta0]

In our listing, we have two warnings. First, that we own pets that we house elsewhere when we have guests and although we clean thoroughly before guests arrive, someone with animal fur allergies might be affected. Second, the bed in our daughter's room is suitable only for a child.

When a guest reserves our apartment, we send them a message repeating the two warnings. We are frequently amazed at how many people simply don't read the listing thoroughly and end up withdrawing their reservations as a consequence of our messages. We are very pleased to have avoided hosting potentially dissatisfied guests.

At the moment, there are two confirmed reservations who have not responded to our warning messages. We have sent each two messages two weeks apart and have received no answers. It's now been more than a month. One is due to arrive in mid-August, the other, late Sept. My preference would be to cancel the reservations while there is still time for them to rebook elsewhere. 

Does anyone have any thoughts about the wisdom of cancelling or about how else to deal with this problem?

[Helen3]

I wouldn't cancel.

1. Many guests don't have their airbnb accounts so that they receive an altert when a message is sent, so may not have seen your message.

2. If you cancel you will be penalised by Airbnb (see Airbnb Help Centre - host cancellatiions).

If it is clear in your listing that you have animals and you have sent two messages then I think you have done your duty to flag that you have pets with your guests.

[John--Lisa-And-Greta0]

Thanks so much for your advice. 

I know that technically I have done my duty, but still, I don't want guests to  be disappointed and unhappy with the accomodations, and then leave me a (unfair) crappy review. I'd rather not have them come at all. 

[Paul1255 · Accepted solution]

Hi @John--Lisa-And-Greta0 I hope you are well!

Certainly do not cancel these reservations yourself- there are penalties that come with you doing it yourself that you really don't want 🙂

Have you tried calling these guests on the numbers they provided that are in their reservations?

I would do that first, some guests turn off app notifications, or don't even use the app and don't login to the desktop version.

I would be surprised if you don't get hold of them via phone/whatsapp, and if you don't then get in touch with Airbnb customer services and let them know you can't reach the guests- they will try to.

Then I suppose as your final resort Airbnb could cancel the reservations on your behalf- but I stress again, don't do so yourself 🙂

Paul.

[John--Lisa-And-Greta0]

Thanks for your reply. Much appreciated. It hadn't occurred to me to call them. Excellent idea.

Do you happen to know how I would get in touch with Airbnb to have them cancel on our behalf, should that need arise? I can't seem to find any way to directly contact them.

[Paul1255]

@John--Lisa-And-Greta0 

Germany

+49 30 30 80 83 80

https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide-UPDATED/td-p/413245

[Helen3]

I can't see why Airbnb would cancel on your behalf, just because guests haven't communicated with you @John--Lisa-And-Greta0 

They agreed when they booked to your terms.

Quite honestly if you can't reach the guest and it is important to you, call them and if you can't reach them ask Airbnb to contact them.

All the ways of contacting Airbnb are listed a) at the top of the form you are posting in b) available through Airbnb Help c) should be on the booking confirmation.

[John--Lisa-And-Greta0]

I WhatsApped both and so far one has responded very satisfactoriy. I thank you for excellent advice.

[Paul1255]

That’s great news @John--Lisa-And-Greta0 🙂