Instant book cancellation penalty for host

[Debbie106]

I had someone instant book a reservation for another person.  I cancelled the reservation because it is against Airbnb rules to make third party bookings.  Airbnb left the date of reservation blocked.  Why do I get penalized when the guest broke the rules?!  Thankfully it was only for 1 day....but what if they had booked for a longer stay?!  All days would have been blocked!

[Alice-and-Jeff0]

This is the penalty for cancelling a reservation.  You need to contact Airbnb when someone has broken the rules and you want to cancel because of it so you are not penalized.  

https://www.airbnb.com/help/article/990/i-m-a-host--what-penalties-apply-if-i-need-to-cancel-a-reser...

https://www.airbnb.com/help/article/1341/are-there-exceptions-to-the-host-cancellation-penalties

[Debbie106]

Its impossible to contact them.  They had me on hold for 20 minutes without getting on the line.  I could only email them and give them the reason for the cancellation.  Its too bad that I had to learn the hard way.  For new hosts there is no instruction for how to handle this situation.  we just learn the hard way.  Airbnb should have support people much more accessible its a multi million dollar company there is no excuse for the hands off approach.

[David126]

So you contacted AirBnB, told them what happened asked them to cancel and they penalised you?

[Debbie106]

No, i cancelled the booking immediately knowing it was against terms, not knowing I would be penalized.  I cant reach Airbnb they had me on hold for 20 minutes and i finally hung up.  I did explain to the guest very nicely why I had to cancel the reservation. 

[Alice-and-Jeff0]

Then you didn't contact Airbnb.  There are other ways than via phone.  Use the search box in this forum for "Contacting Airbnb: A Community Help Guide".  Bookmark it for the next time.  

[Debbie106]

how is calling them, not contacting them?  I tried - they didnt pick up after putting me on hold for 20 minutes.  So I called .

Next - I went to the help area and it sent me around in circles and never to a live person.

Next - twitter - I dont have an account, I dont want an account.  I think its dumb.

Every major company in America has a way you can contact a live person - I cant even think of the last time I was on hold for 20 minutes.

Clearly Im offended by your tone. 

[Ali40]

I have a twitter just to commuicate with Airbnb. I've used it a handful of times just to ask questions and address concerns. Using it as a way to inially contact Airbnb Help has prompted someone from the company to both call me and email me about my concerns and solve the issues. So it's not dumb - because it works.  

[Tracy138]

I just started with AirBnB and I didnt know i was automatically put into instant book. i tried to cancel a booking and it is not letting me. How do i contact them to get this resolved?