Host not replying after confirmed booking

[Olfet0]

I have a confirmed booking since a couple months. Im trying to get in contact with the host to ask a question.  I sent a message both through airbnb and direct sms to host phone and now its been over 40 hours and still no reply. My trip is in 2 weeks and this is making me feel at unease. What steps should I take now? Cancel the booking is not an option since the trip is to Japan during cherry blossom season, and its impossible to find something that wont break the bank

[Branka-and-Silvia0]

@Olfet0 

contact Airbnb , maybe they will be able to contact your host. If not then they can cancel and refund you, it is better than to arrive to Japan and find yourself on the street, right?

[Helen3]

I agree definitely call Airbnb and ask them to contact the host.

If they can't they will offer you the option to cancel penalty free and find somewhere else.

[Olfet0]

Ok I will contact Airbnb and see if they can get in contact with the host. 

But is 40 h enough to let host reply? Or how much time should one give them? 48 h? 72h?

[Ann72]

@Olfet0 I understand your anxiety!  They're supposed to reply within 24 hours.  It won't hurt to see if Airbnb Customer Support can get in touch with the host.  If they can't and have to cancel, they might try to put you in another place.

[Alon1]

@Ann72 @Olfet0 

Ann, re: 'they might try to put you in another place.'

I would rather say 'they WILL try...' 

Airbnb phone me from time to time with request to accommodate Guest who has been cancelled by another Host. These are mostly last minute cancellations, and as I have same day check-in. 

In this situation, two weeks out, CS will probably suggest to Olfet to make her own search; and if she finds, CS will conduct the Cancellation and transfer funds without loss to Olfet.

If this is the option, and I was Olfet, I would prefer to make my own search.

[Ann72]

@Alon1 Thank you for this.  I wasn't sure, so didn't want to promise, but it's good to know they WILL try.

[Olfet0]

@Ann0 @Alon0
Yes now I'm looking everywhere for somewhere else to stay. Not only Airbnb but hotels and other sites as well. Im going with my family and we need a bigger place.

When Airbnb help you find another accommodation, is it their choice where one will stay? Or can you "chose". I mean if they suggest a place and you don't want to stay there for some reason, is it take it or leave it?

[Alon1]

@Olfet0 

To the best of my knowledge it will be your choice. 

I believe you will also be able to decline if you don't find the place suitable.

However, I believe they will offer you more than one choice if they can.

   When I get a periodic call with request for help, CS tell me if they're only contacting me or various hosts. 

In any case, I would not wish to rely on someone else, Airbnb employee or otherwise. 

I'd much prefer to find a place that I find suitable. I imagine most people likewise,

but can't speak for anyone else.

Good luck, and let us know the outcome.

[Sam397]

@Olfet0 If you can find a replacement place to stay I would cancel and rebook. There is no excuse for what the host is doing. And even if they have a strict refund policy AirBnB should consider this sufficient reason for canceling. 

Definitely contact customer service but don't wait too long on a response because you need time to find a replacement.

[Olfet0]

@Sam0 Thank you for the message. This past day I have been looking everywhere for somewhere else to stay. Im going with my family and we need a bigger place to stay, and whatever is available now is at least double the price, and for 8 nights that adds up to quite lot 😞 so its really really last resort

[Gordon0]

Perhaps the host is Japanese and is having trouble responding. Just a thought. 

[Olfet0]

@Gordon0 Yeah I still want to give the host the benefit of doubt. Maybe there is a legitimate excuse for no reply. But the listening is in English and the introduction on the profile is in English too. The host has also written they are studying English, so I feel like the language shouldn't be the problem.

[Ute42]

.

Hi @Olfet0 

send Your host a booking inquiry (not a request) for some other dates and ask Your questions there.

The host must answer within 24 hrs or he will be penalised.

Also, read this:

https://community.withairbnb.com/t5/Hosting/Reservation-Inquiry-or-Request-What-s-the-Difference-A-C...

[Olfet0]

@Ute0 Thats a clever way!
I realised when I sent the request the first time there should have been red flags. Along with the request I asked a question but the host never replyed to it, just sent the check-in info and such. And since the question wasn't that important I didnt pay any mind to it, I just let it go..