booked with strict cancellation policy, host message about an issue with room

[Nurul2]

Hi, i am very new to Airbnb and made a booking for a 6 nights stay with my host in Osaka for a November trip. He has a strict cancellation policy which i have no issues with initially since i never planned on cancelling anyway. I made the booking in January and was prompt on my confirmation (same day after enquries). He was also prompt with his responses then. But on 3/June/2017 he messaged to inform that there was an issue with the room that i will be staying in and it will take a while to rectify.

As soon as i read his message, i sent a reponse for clarification. i asked if this means he was going to cancel my reservation? But he didn't respond. I messaged him a couple times, even emailed him at the email provided in his profile but im getting no response up to 5/6/2017. i understand perhaps it is still too soon to expect a response but he was very prompt before so i just can't figure out why the delay now?

and going through his reviews, i realised that in April alone he cancelled 2 reservations, then 1 in February and i think theres a few more prior to that.  in these cases the cancellations were made between 1 to few weeks before the arrival date. i honestly dont know what the issues were but this certainly left me with some doubt and uncertainty towards the host. i'd be travelling with a 3 year old and given the history he has, i can't afford for any last minute cancellation by the host should he decided to make. so in my case, would it be possible to get a full refund should i wish to cancel? It would still be at least 4-5 months in advance. 

[Dave-and-Deb0]

Hi @Nurul2,

If your host let you know that they can’t accommodate your stay anymore, don’t cancel for them. If you cancel, you may not be eligible for a full refund depending on the host’s cancellation policy.

Often hosts try to get the guest to cancel because there are huge penalties to a host who cancels on his/her guest: https://www.airbnb.com/help/article/990

Tell the host that he/she will need to cancel the reservation and provide him/her with this link: https://www.airbnb.com/help/article/166

If the host refuses to cancel, go to https://www.airbnb.com/trips/current using a COMPUTER/LAPTOP.

To send a cancellation request:

1.Go to “Your Trips” on https://airbnb.com

2.Next to the trip, click “Change Reservation”

3.Click “Cancel Reservation”

4.Choose “My host needs to cancel”

5.Click “Send a Cancellation Request”

Here is a help article which covers this as well:

https://www.airbnb.com/help/article/1250

If the host accepts the request, or doesn’t respond within 48 hours, you’ll have the option to find a new space for your stay or request a full refund including service fees.  If your reservation is less than a week away, the host only has 24 hours to accept.  Here is an image of what it will look like when you cancel this way: http://goo.gl/yMMDgT

I can guarantee the host will either resond to you now or the reservation will be cancelled and you will hopefully have time to find a replacement. 

[Jero0]

I am just one month in the airbnb but a mad  African woman booked my hotel and moved without complaint and finally, she discredited my hotel with bad reviews and finally the airbnb team paused my listing. Can you help me for that?

[Oomesh-Kumarsingh0 · Accepted solution]

@Nurul2 Contact Airbnb on the following number and ask them to step in this situation Malaysia: +603 7724 0164 or 1800 889 814 (toll-free). Good luck!!!

[Nurul2]

thanks so much @Oomesh-Kumarsingh0 for your help! hopefully id be able to get this solved.

[Jero0]

Thanks. just as a note I agree if the hotel is an old style but is not as bad as her statement