Host cancellation penalty after guest cancellation

[Nick-En--Riska0]

Hi community members,

I accepted a reservation from folks who, after they made the reservation, found out that we have cats in our home. They now request me to cancel their reservation, which is fine with me. As they didn't know about the cats, I don't want to charge them any costs. If I confirm the guests cancellation request however, Airbnb is charging me, keeps the dates blocked on my calendar and takes away my superhost status. That sounds weird to me, as no-one is really to 'blame' in this case.

Can anyone let me know how we can cancel the reservation without charges for the guest and for myself?

Many thanks!

Nick

PS: In the meanwhile I added to our profile that we have cats:)

[Marzena4]

Hello @Nick0 En Riska. If, upon booking, the guest was unaware that you have a cat/cats because you failed to provide that info in your profile, it is you to handle the cancellation because the guest is not to blame. 

If a guest fails to familiarise with a host's profile prior to booking, they are at fault. 

In your case, I would let Airbnb handle it.

[Nick-En--Riska0]

Many thanks for your quick reply Marzena. Do you know how to get in touch with Airbnb?

[Elizabeth429]

Netherlands Airbnb phone number +31 20 52 22 333