Guest already confirmed with terrible reviews

[Erin443]

Suggestions please? I've had a guest confirm with terrible reviews- I'm surprised she's still able to use Airbnb. I'm new at this and working towards a "Superhost" status, but I want to deny her reservation. Is there a way to do that without penalties? Thank you!

[Paul1255]

@Erin443 does she have a confirmed reservation with you? If so you should contact airbnb customer services directly and let them know that you're uncomfortable with the reservation, and why and see if they will cancel penalty-free for you.

Paul.

[Erin443]

Okay, thank you, Paul! I'll do that right now.

[Linda108]

You might want to double check your setting for booking under Instant Book.  Make sure you require positive review and government ID.  For reasons unknown to me, settings can get changed by the system, so it is good to check every once in a while.  good luck!!

[Erin443]

I've noticed that on other settings! Some random switch I didn't do. I'm glad I'm not just "seeing things."  Thank you, Linda! Erin

[Quincy]

Hi @Erin443, how did everything go? Were you able to contact Airbnb? 

[Erin443]

Hi Quincy- yes, they said because the reservation went through the instant book option, I was allowed to refuse the reservation without any repercussions. I'm very relieved! Thanks for asking.