cancellation

[Lucy119]

Hopefully someone can help me with this? I'm finding it hard to contact AirBNB! 

A guest made a booking with us and then wanted to cancel. We told them to contact AirBNB to arrange their cancellation. The reservation has now come back as WE cancelled it! And we have been charged for it!

Please can someone help with this? It affects the super host status and has cost us money! Not on! How can I rectify this?

Thanks

[Helen3]

Hi @Lucy119

As superhosts you will have been sent a contact number for Airbnb with your notification of superhost status. All the ways of contacting Airbnb are also detailed in the top post in this  forum that you are posting in.

You will only be charged for it,  if you accept the cancellation. Just refuse it. The guests have been sneaky and rather than saying they want to cancel - have ticked the box that says you as the host wants to cancel.

If you accepted it just call Airbnb, they will be able to see on their messaging system that the guest wanted to cancel.

[Lucy119]

Thank you for your quick response, it looks like the guest has been sneaky! I really want to contact Air BNB to rectify this as they can celarly see from the messaging history that it was in fact the guest who wanted to cancel. I can not see the contact information you refer to though? Please help.

We are only a few months off being super hosts so have not received the super host information frm Air BNB as of yet.

Thank you 

[Jessica-and-Henry0]

I also recently experienced that if a host were to click on "Guest requests that you cancel" this becomes a host-cancellation. In my case, it was an IB and it was my first IB reservation. When I contacted Airbnb Help, they said since I clicked "Cancel" for "Guest requests that you cancel"  it's on me. 

Seriously......why would any host click "keep reservation" when the GUEST is requesting that the reservation be cancelled??????? 

[Jody39]

I have issues wt customers booking without verification that time is available - and even booking when calendar shows time already taken. Then I cancel and airbnb wants to take money from me. Is there a human that works at airbnb  - haven't found  customer service number ever. These company's are terrible - as a host - we are customers also. Thinking of getting off - too difficult to manage website. I updated things - they don't seem to update. Frustrated host!!!!