Guest wanted to change credit card and requested us to cancel the booking

[Herve11]

Hi Airbnb community,

We have a guest who booked with us and then messaged us to explain that he booked with the wrong credit card and would like to change it. He requested us to cancel his booking so that he could re-book with the correct credit card, so we did so.

Now he is unable to book again and we have lost our waiver cancellation. 

What would be the best way to resolve this misunderstanding?

Thank you

Herve and Lila

[Sandra126]

Never ever cancel a reservation. The guest needs to change the credot card with Airbnb, not easy to do on the site. Guest needs to contact Airbnb to fix this (and unblock calendar, remove your undesired fine). Don't cancel again. Here's how to contact Airnbnb:

2. Contacting Airbnb Via Twitter

I find the second best and easiest way to contact Airbnb regarding any issues I may be having is by using Twitter.  Airbnb seems to have dedicated staff who monitor their Twitter feeds and I usually hear back from them within 5-10 minutes of posting my isssue.

Step 1: Log into Twitter

Step 2: Search for @Airbnbhelp and choose "Follow" them

Step 3: Send a Direct Message (DM) explaining your issue and wait for their response.  They may ask for information such as your listing but always provide it over DM so it is not public.

3. Calling Airbnb's Customer Experience Line

 ***Please note that these phone numbers and any numbers below are meant for URGENT MATTERS so it is best to use the above two methods first***

Here are the phone numbers for Airbnb.  If the area where you are hosting is not listed, check out the two ways below this list in order to find their number for your area.

United States and Canada+1-415-800-5959
+1-855-424-7262 (toll-free)Argentina+54 11 53 52 78 88Australia+61 2 8520 3333Austria+43 72 08 83 800Brazil+55 21 3958-5800Chile+56229380777China+86 10 5904 5310
400 890 0309 (shared-cost)Denmark+45 89 88 20 00France+33 1 84 88 40 00Germany+49 30 30 80 83 80Greece+30 211 1989888Hong Kong+852 5808 8888Ireland+353 1 697 1831Israel+972 3 939 9977Italy+39-06-99366533Japan+81 3 4580 0999
+81 800 100 1008 (toll-free)Mexico+52 55 41 70 43 33Netherlands+31 20 52 22 333New Zealand+64 4 4880 888Norway+47 21 61 16 88Peru+51 1 7089777Poland+48 22 30 72 000Portugal+351 30 880 3888Puerto Rico+1 787 919-0880Russia+74954658090
88003017104 (toll-free)South Korea+82 2 6022 2499
+82 808 220 230 (toll-free)Spain+34 91 123 45 67Sweden+46 844 68 12 34Switzerland+41 43 50 84 900United Kingdom+44 203 318 1111

[Herve11]

Thanks for the detailed reply Sandra! Will ask guest to contact them. He seems very apologetic and hopefully will follow through. 

Thanks for all the other replied. No more cancelling on my side thats for sure. 

[C-C0]

Rules 1, 2, and 3: never cancel.

[Gene8]

Cancellation was the worst possible thing to do. It is responsibility of guest to contact Airbnb for these kind of requests.

[Deb29]

@Herve0

Never ever cancel

Now plead mercy to Airbnb and hope they'll forgive and reverse the penalties.