Just joined and having difficult communications with host, can anyone help?

[Donna187]

I reserved a location yesterday. I indicated it would be for my 89 year old dad and his 4 adult children. I found out 10 minutes later that there is no bedroom and full bathroom on the main floor. I asked to cancel since my 89 year old dad can't do stairs. They have a strict cancellation policy and even though it was only 10 minutes later, they insisted on charging me half. After difficult communications they sent me an e-mail saying they said, " we will follow the cancellation policy to grant your cancellation request." Then they took no action, so I clicked the link through airbnb for them to cancel the request. They rejected the cancellation. So I don't know if I even have a reservation, since the host told me they would cancel, but now they won't cancel.

I admit I am naive to the airbnb policies, and I thought this would be easy and exciting. However, I have now learned that is not the case. But since my hosts have proven to be manipulative for no reason other than to take my money, I am concerned that we will show up at our reservation with our 89 year old dad and that the host is going to cancel or make more problems for me.

Can someone help me?

[Jessica-and-Henry0]

Instead of going thru the host, you need to contact Airbnb HELP. Hosts are penalized for cancelation requests made by the host - even if it is because the guest requested it. You need to make it clear to Airbnb that the cancellation is in no way the host's fault and make sure the host is not penalized. Too many hosts (including myself) have been penalized or have been on the receiving end of threats from Airbnb that unless we "improve our hosting standards (in other words, not cancel) host listings could be suspended " and all just because hosts agreed to accept cancellations. 

Also, hosts are not paid anything until the guest checks in. Airbnb charges guests upon reservation but holds on to the funds until the date of check in. The day after check in, once check in by guest is confirmed, Airbnb releases funds to host which arrive in the host's account 3~5 business days after. The host does not have any of your money. Airbnb does.

[Donna187]

Thanks for explaining this to me. I didn't know that. I don't want to penalize the host, I just think this is not a good fit. I tried to figure out how to contact airbnb HELP, but I can't find a way to contact them.

[Branka-and-Silvia0]

@Donna187 you made a common mistake by booking without reading carefully the whole description of the property you are renting , without asking for accesibility first and without reading cancelation policy. So now you have to cancel and you will be refunded according to host's cancelation policy. It doesn't metter if it is 10 min after booking. It is up to host if he wants to refund you more than he should. Many hosts would , but they probably don't have strict cancelation policy, so....  😞