Reviews and Airbnb's Role in Protecting Hosts

[Sabrina548]

I recently had two guests message me and ask to cancel a reservation the day before the booking, and one of them it was during his reservation.

It's clearly posted in the listing about the cancellation policies, and I believe Airbnb is responsible for bad reviews, for advising guests to request changes from the hosts and not abide by the policies in the listing which they previously agreed to.

This makes hosts look bad and not provide the best quality of service to future guests,

Airbnb should revise their recommendations to guests so they don't make hosts look bad for following policies.

Very upset about this situation and called customer service twice and they were unwilling to help.

[Linda108]

@Sabrina548  If a guest wants to cancel, refer them to Air BNB as it is their responsibility to enforce the cancellation policy.  Don't engage the guest and if the guest states Air BNB referred them to you, advise that is an error and they should just follow the steps for cancellation.  If there is an exception to be made to your cancellation policy, Air BNB will have to make it.  In fact if the cancellation request occurs during the booking or within 24 hours of the check in, the guest must contact Air BNB and not the host.