Does anyone having a cancellation issue recently?

[Dan560]

Hello everyone I am appreciate if got someone feedback or helps. this is my first time talking airbnb issues here. I hope I explain well. 

Recently I got many booking, but they just cancel it without explanation. I had call to ask airbnb, and they just told me Guest cancel it by themself, and one of my Guest said the airbnb refund them money and the booking still show confirmed. I don’t get it. And the airbnb helper said the website keep changing and upgrading recently, so many unreasonable case happening and coming up. Does anyone have been thru this too?? 

One of my partner she is a super host! And last week the system ask her to upload the passport to make you the identity. She did it too. She even got the email from airbnb shows identity form was accepted and successfully! Then next second the system cancel all of her booking( she got hundreds of booking was been cancelled just in a second!!)) and block her account without any reason, till next day she got the mail ask her to re-upload the passport. And she did it again, same picture same passport. And this time it works till now.She’s account back to normal, but she hasn’t got any feedback why the system cancel her booking( hundred bookings!)? When she make a call to ask, same respond every time. “ it’s belong to our Sercuity department, we have no rights and don’t know reason but we will look after for you if we got any news!” 

For my case it’s easier, don’t know if just website’s bug. 

But for her case it’s so ridiculous. If someone have same experience plz share and help! Tks. 

[Cor3]

Hi @Dan560,

There can be several reasons for an increase in cancellations.

First of all, Airbnb introduced the 48-hour grace period (in May 2018).

Guests can now (under most circumstances) cancel free of charge, when they cancel within a 48-hour period as of booking (Please look into Cancellation Policies for the exact details).

So this could be a reason.

Furthermore, it has been heard of before. When the host uploads the ID, for verification purposes. The software will automatically draw the conclusion: the host is under age (incorrect interpretation of the birthdate). And will therefore immediately initiate cancellation of all bookings and suspension of the listings and the host account.

[Dan560]

Hi @Cor3

really appreciate your reply!! Her age is 25. I am very sure is not under 18. Do you have any further step or suggestions that we can do? Although account is back and working normally. But due to the system bug she lost a lot. And still didn’t get any feedback or explanation from” security apartment” And it’s terrifying if it happened again.... 

[Cor3]

Hi @Dan560,

Obviously she will not be under age. But the system automatically jumps to that conclusion, due to incorrect interpretation of the data. One host here reported: The automated software thought he was not even conceived yet. While he uploaded his driving license?

The only advise, I can give you and your friend: Try to get in touch with the guests from the cancelled bookings (I don’t know whether the cancellations are still in her inbox). And explain the situation properly. Maybe at least a large percentage may want to rebook. I don’t know, whether she stored the telephone numbers of these guests offline (I always do). So she could call them.

One thing is almost for sure: Airbnb is most like not going to help her, getting these bookings reinstated.

Ps.

This should have been a one off.

I had to upload my ID, all of a sudden – in August, this year.

To secure future payments?

And I had 14 days to comply.

Best of luck to her.