Forced to cancel

[Holly267]

A guest threw a large party that involved drugs and cigarette smoking in the house. I was forced to cancel two future stays because I couldn’t get the smell out. Shouldn’t Airbnb refund my money as it was the guest that broke the rules that forced me to cancel due to the overwhelming pot and cigarette smell in the house? Why am I being penalized for the actions of a guest? 

[Sandra856]

Hi @Holly267 🙂

If you have any problems ever with guests you must always, always contact airbnb and they will handle it/cancel from their side. You must never ever cancel yourself. If you do that you will get penalized as airbnb cannot know why you cancelled. Also Airbnb would then be able to take care of your future guests finding new airbnbs. Call airbnb and explain your situation. You can find US phone number under the "Help section" in this community.

Best, Sandra

[Sandra856]

United States and Canada

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

[Daniel1598]

@Holly267 While very unfortunate I don't think that Airbnb would reimburse money on future reservations due to the acts of a previous guest. Like @Sandra856 mentioned, don't cancel the future guests right away since that will penalize your account. Contact support and explain your situation in detail. You can also request a reimbursement if you feel that you have a strong case plus evidence:

https://www.airbnb.com/help/article/361/how-do-i-request-reimbursement-under-the-host-guarantee

[Rosemarie9]

Sorry you had this happen to you, unfortunately I think the lack of guest education and accountability for these atrocious guests is getting worse. Or maybe the calibre of airbnb guests is going downhill. I doubt you can get any compensation, only call airbnb and get them to cancel the future booking. I feel for you as I have had quite a bit of trouble with guests recently, one cost me two months income in lost bookings due to his negligent behaviour. I am trying to get back on my feet and have had yet another booking destroy a rug and heater, and nearly setting fire to my studio this weekend. They left nothing as compensation, I am trying to guilt them into paying something, but really there is no point in going through airbnb as I would be lucky to get 20 euro. Guests are smoking, and obviously not reading anything or caring for that matter. I am listing elsewhere and re thinking my future on the site, it just isn't much fun anymore when you get a kick in the teeth for all the hard work. Lets hope we have better guests soon.