cancellation fees

[Lorraine23]

I have just had the pleasure of being charged 89€ for cancelling a guest when on the day i was being called a racist ..... The story is i had a problem with a boiler and i asked my guest if i couldnt get it sorted in time would they mind staying in the cottage as its the same price ... the guest said yes if i cook there family meals!!! i said no sorry i couldnt do that .... in the end i got the boiler fixed in time but the converstion was more than messy in regards to the racist comment i didnt want to host her ..... i called airbnb that the reson for this very late cancellation was because of these comments and not the boiler and i was clearly upset  .... airbnb then asked me for an invoice for the boiler which i sent them anyway but this was not the reason i had to cancel ..... i am so upset about this .... i cant find a number to ring Airbnb ... any help people ...i have hosted with this company for about 2 years and this has just been the worst time i have ever had.

[Bethany2]

I understand your frustration. I have been hosting for over 5years and have had a few messy situations myself. In handling guests- I remind myself that this is a business even though it's in my home and can feel very personal. I try to remind myself that you win some and you lose some. In the end I probably would have let the guest stay. The comment seemed inconsiderate but not sure how it was racist? Perhaps there are more details around that you didn't share. Either way it is a really big deal to cancel on a guest and there are so many ways to resolve it without going that route. First you could ask the guest to cancel. Second you can shorten their stay to one day and send them a refund that makes their cost very small. Third you can call Airbnb and ask them to cancel on your behalf. (No penalty to you) it's very important to make sure you are canceling for valid reasons- and I would understand why Airbnb asked for the boiler receipt- because this was a better reason for them to log then irritation over a comment. I hope my response doesn't come off critical of you- I'm intending it as information from a fellow host who has been doing this a long time. Also: here is Airbnb customer service: I have it on speed dial: 415-800-5959

[Lorraine23]

hi yes and thank you .... i did ring them to cancel for me .... my hubbie had just gone back to the UK and so was here alone with the children and while trying to comprimise the conversation was getting worse and worse !! until the last comment and i couldnt do it anymore and asked Airbnb to act for me. I have since taken my listing off..... I just dont understand why when i called Airbnb they understood and i was so greatful for that as i was really expecting them to be on the side of the guest. the last thing i wanted is an over emotional woman who would go that far !!! yes i could of had her in my home and shut the door and left them to it i guess i was scared as just not had this before. I think your comments are the way to go and your right its business although i now have friends all over the world because of it !! Many Thanks 

[Amaris0]

Oh Lorraine, I'm so sorry to hear this and to be charged on top as well!!! 

Yes, you must speak to someone directly - click on the link for contact options. You can Twitter for an urgent call back whilst you attempt to call through at the same time as sometimes it’s a bit of a hold so with any luck someone might reach out to you sooner - 

Contact Airbnb

Ama

[Amaris0]

France

+33 1 84 88 40 00

[Lorraine23]

do you know the english line to save my poor French :)) i couldnt find it ... sorry to bother x

[Lorraine23]

Thank you i will .... Airbnb said they understood on the phone and i thought they were really suporting me as a host. That just wasnt the case .... i have been had by a lovely lady on the phone line who said i was right to take this step !!! thanks