Stuck booking

[Alex713]

Hi all,

I have a guest sitting in my town waiting to be able to come stay with me, but the booking is stuck on the verification process. She's provided ID, taken a photo of herself to match and apparently there is an error. She's contacted customer service who are now closed and they said it could take 12 hours to do anything. I can't have her here as my insurance states we must have them booked in under the AirBNB service first, but I can't leave her out on the street for the night. 

I can't even decline the booking! Has anyone got any insight on what I can do? Thank you! 

[Marit-Anne0]

@Alex713

There is not a lot you can do. Your guest should have set the account properly before attempting to book. Customer services are never closed, but it will take time to complete the verification.  

The request will expire after 12 hours or go through if the verification process is successful.

Surely, there must be available hotels around - cannot really imagine anyone having to be left on the street.