Host canceled question

[Daniel214]

I've been a Superhost with AirBnb for several years now with no cancellations and several hundred bookings. I recently had a guest book a room while I was on the phone extending another guests stay. I contacted the cancelled guest within minutes and explained the situation and offered a discounted room rate in the future if needed. She was completely understanding and thankful that i responded so quickly.  We had a rapid response time, agreement between the two parties and no harm was done. I'm having a real hard time losing my Superhost status for a year over this reservation. I was literally in the system working on the calendar with one AirBnb client when another booked. Guests cancel on me all the time without regret but I cancel one out of hundreds and I receive a huge penalty? This seems excessive and unjust for a first time event that is obviously not common. I also find it amazing that in a world where communication, transperancy and response time are so important it is so difficult to communicate with AirBnb. They do realize they are not the only game in town right? I appreciate AirBnb and all they bring to the table but this is out of line in my opinion.

[Lisa723]

@Daniel214 next time call Airbnb and ask them for a penalty-free cancellation. It might not be too late to try for this one.

[Ange2]

@Daniel214    Call Airbnb and ask them to reverse it.  They may be understanding.   Good luck.   For future never, ever cancel, even if you get a message from Airbnb asking you if you want to cancel, do not click yes, it counts against you with penalties. Always call Airbnb,  even if you have IB you are penalized if you do it yourself.

[Branka-and-Silvia0]

@Daniel214  you could also ask your guest to cancel, he would be refunded 100% because the cancelation would be done within 48 hours after booking.

[Daniel214]

Yes, I should have done it that way. I contacted the guest first and she was very understanding of the circumstances so I proceeded with the cancellation not realizing how extreme the penalty would be. I will make a call to AirBnb and hopefully they will have some compassion. This could potentially cost me thousands in bookings in our very competitive tourist market here in Alaska.

[Ute42]

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Hi @Daniel214 

The way the airbnb system works is: First come, first serve.

When You are on the phone with a guest who wants to extend, then hang up the phone and 10 seconds later You see in Your computer  that somone else has booked these dates, the extension for Your guest unfortenately is no longer possible.

On airbnb, never ever cancel a reservation from Your side as a host, whatever the reasons may be.