Guest Cancels less than 24 hours after booking without an explaination. Should I reach out?

[Danielle681]

Hi Guys,

I am still a fairly new co-host since January and the team and I are at check in #12. We have had short stays to long stays and doing reasonably well. No major damages to the home thankfully and so far all the guests have been amazing!

A guest instant books for 6 nights, doesn't have any ratings and only shows email address and a photo. The guest said its 4 of them but most of the trip is 2 guests. We have a standard of sending thank you replies for booking and sending them a guest information folio which helps us better facilitate smooth check in and check out, any allergies or celebrating anything special and how they will arrive if they need our meet and greet or personal transport and so forth.

Within 2 hours the guest cancels without any explaination.  The booking was in 2 week's time. We began organizing cleaning schedules as we have 2 bookings before hers and a possible one after. The above is an easy fix.

I know there is no control as many things may come up for a cancellation: changes mind, an incident occurred, may have booked elsewhere and so forth.

As the service provider should I ask them politely about the change of heart so as to see if there is anything that can be done on our part or just leave it alone?

Also, do co-host achieve super host statuses or just the host? 

I would love to hear some of your experiences on this one. What do you as hosts do to prepare for your guests? Are there any apps that you use for check-in and check out that takes photos of the place quickly and shows you and the guests agree that the space was clean or in case of damages after check out?

Thank you again guys

[Lisa723]

@Danielle681 cancellations happen, it's not unusual. I wouldn't contact the guest. Co-hosts do not accrue reviews or get super-host status.

[Danielle681]

Thanks Lisa. Well once the team is doing good then that’s good enough for me. I saw Airbnb offers points when you refer the site. Have you ever tried it and received points off an Airbnb stay as a guest?

[Lisa723]

@Danielle681 no, I haven't seen that!

[Gordon0]

Great listing there, @Danielle681, and the reviews illustrate you're doing a great job. The odd cancellation here and there isn't a big deal and I'd normally suggest letting sleeping dogs lie. On a personal note, I normally send my follow-up note <5 days before the stay which, for moderate, means you get some of the revenue if the guest then cancels.

I stayed at a Rockley Golf course Airbnb in January and remember Barbados with fondness (the tweeting of the birds especially!).

[Danielle681]

Hi Gordon and Jorge,

Its a pleasure and thank you. We still have a lot to learn.

Wow I’m so happy to hear you visited my island. That area is always busy but so much access to a lot of things. What were some of your favorite memories when you went in January? 

The blackbirds? Oh! Between those and the cooing of doves remind you you’re in paradise.

Next time you come down. Let me know. It would be an honor to have you stay with us. 

[Danielle681]

I need to brush up on my Spanish and French so yes, do come ! 

Keep up the excellent work. Wow hosting since 2012 and so many reviews? I’ve got a lot to learn!

[Linda-And-Richard0]

Hi @Danielle681  I've had a guest or two cancel soon after booking.   I do not use instand book so there has always been an exchange of information prior to my accepting a request.  On those occasions when the guest cancelled, I followed up with a message that reads "I'm sorry to see you cancelled your reservation.  Please keep us in mind for your next visit to the area".   Sort of a nod to the fact that the guest did the cancelling and not the host.

[Danielle681]

Hi Linda and Richard,

This was what I needed to hear. 

Thank you so much. I have a set of responses I use for follow ups or when a guest books etc so I will create one and add to my list.

[Danielle681]

Hi Linda and Richard,

So I reached out to the guest and it so happens that someone booked her at a hotel so she had 2 reservations. She said she has to get it sorted it out as she still wants to stay with us. I am superglad I did. Even if she isnt able to stay, at least she knows she is always more than welcome to stay with us.

Thank you again Linda and Richard.

Hoping in my travels to stay with wonderful hosts like you guys