I am a 5 year Super host with a 5 star rating.

[Marie447]

I am elderly and live alone in a rural area.  My AirBnB is in my primary private residence.

I have been notified that my super host designation is going to be taken away because I cancelled a potential guest who wouldn’t respond to numerous messaging requests to know what kind of dog she was bringing into my home.  I had sent messages and tried to call the AirBnB verified number with no response back from the guest.

That AirBnB verified phone number was not a working number.  So after numerous attempts to contact her I canceled the reservation.

After 5 successful years hosting,  I am no longer going to be designated Super host because it appears AirBnB punishes hosts for 1 cancellation and expecting accurate vetting/verification of guests by AirBnB.

[Emiel1]

@Marie447 

You are allowed having 1 cancellation per 100 reservations (1%) in past 12 months

Before cancelling yourself you can try to contact Airbnb about the issue with the unresponsive guest and ask  them to cancel.

[M199]

@Emiel1 

That answer may not be completely correct.  @Marie447 did not state that she had 100 bookings in the last rolling 365 days.

For example, if a host is seasonal and only has 50 guests in 365 days and 1 cancellation.  That results in a 2% cancellation rate without the opportunity  to achieve 1 cancellation out of 100 for a rolling 365 day period.  I know this for  fact because that's my situation.  I had to cancel 1 booking in June 2021 (cancelled 2 months prior)  and I will lose SH April 1, 2022.  Yes, I have had multiple conversations with CS. 

Unfortunately, the guest wanted to bring 6 to my max 4 listing, after booking.  Still I lose.

[Emiel1]

@M199 

Did you asked Airbnb to cancel the reservation ? Bringing 6 people into an accommodation for maximum 4 people is not only a violation of what you offer in your listing, but also involves a risk for Airbnb when it comes to damage claims etc.... if there is proof (message system ?) of such a potential  issue Airbnb can/should not support such a reservation.

[M199]

@Emiel1 

To answer honestly, no, I didn't contact Airbnb initially.  However, all was via messaging. That was my first and only cancellation.  I was new as to how the cancellation would impact me.  I didn't know any better.  I have tried several times to explain the situation to Airbnb CS, explaining, but to no avail. 

As well, we are now bylaw regulated to the same standard I set last year.

The related problem is that we are seasonal from April to October, so we lose 5 months of the year, we are open about 208/365 days.  Therefore, the math on 1% cancellation rate not favourable to seasonal hosts.