superhost

[Luan14]

Hi there, please could you look into my account and give me a reason why we have had our superhost taken off us?  I believe this is totally unfair as we have never had a bad review and we have only cancelled bookings when there has been an automatic booking.  Telling us that we are no longer superhosts is not good enough - I would like a reason asap please.  We are keen to book our house out next week and won't attract as much attention if we don't have superhost status.

[Ana1136]

@Luan14 you have lost it because of the canceled reservation and you won't be eligible for Superhost for 1 year, that is one of the punishments for canceling. Next time you want to cancel you should contact Airbnb and have them cancel for you. 

[Luan14]

The cancelled reservation was when I had put the instant book on - when the instant book is on it says you can cancel with no penalty so I'm afraid you are incorrect - can you please tell me how I go about getting my superhost status back?

[Ana1136]

@Luan14 I am correct unfortunately. You can only cancel penalty free if you provide documentation to Airbnb that the cancelation falls under their extenuating circumstances policy. I guess you didn't do that, you just canceled so that is why you lost the status and there is no way to get it back because that is one of the rules. Also you can cancel penalty free if you are really uncomfortable with someone but Airbnb needs to handle that cancelation too. In the future make sure to contact them. 

[Luan14]

It didn't say that when I cancelled the booking - and also when I read up on it - can you let me know how I can cancel airbnb direct please?

[Luan14]

Sorry I meant, could you let me know how I can contact airbnb directly - thanks!

[Ana1136]

https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide-UPDATED/td-p/413245 - here is how to contact Airbnb directly, and here are their policies regarding Superhost status explained

https://www.airbnb.com/help/article/1320/what-if-i-need-to-cancel-because-of-an-emergency-or-unavoid...

https://www.airbnb.com/help/article/829/how-do-i-become-a-superhost

[Luan14]

Hi there thanks for the links - there are no links to the instant book information so I can only ascertain that you are talking about cancelling a booking that you have manually accepted - I had instant book on which means that bookings get instantly booked without sending a request.  It clearly states that you do not have to accept a booking and if you don't accept a booking with instant book you do not get penalties.  I turned down a booking which was booked through instant booking as it was 4 young men and I was not comfortable with them using a family home.  When I cancelled it said there was no penalties for me.  I'll contact airbnb direct but just wanted to let you know that with instant book it is a different matter - just in case someone else asks you the same question.  Totally understand that you get penalties if you cancel and it's not through instant book though.

[Rachel177]

@Luan14 the only way to cancel penalty free for an instant booking is to contact Airbnb customer service. If you cancel yourself, you will be penalised & lose your Superhost status. 

[Branka-and-Silvia0 · Accepted solution]

@Luan14 

@Rachel177  and @Ana1136  are right.  The host is allowed to cancel an instant booking if he feels really uncomfortable to host certain guest because the guest has bad reviews or intend to break house rules. But in this case, you should contact Airbnb CS, explain why you feel uncomfortable and let Airbnb CS cancel it for you.

 You are not the first new host who made this mistake and we agree, this information should be explained better and more clearly. Unfortunately, Airbnb likes to obscure and hide information and features which are not guest-centric.

[David715]

Completely agree about Airbnb forgetting who the real customers are (i.e. "not guest-centric")

But does your answer align with this warning/exhortation?

[Nikki39]

and how do you contact them - it seems imposssible

[Luan14]

Hi thanks for the feedback - I've been on the phone to airbnb and sent them the message that I receive when I try and cancel Instant Booking - it clearly states that you will receive no penalties if you cancel a booking if you choose instant book.  I'm not a new host - but new to instant book.  We have been doing airbnb now for about 4 years and it's only in the last year that we decided to do instant book.  I read up on it and nowhere did it state that you received penalties.  They are getting back to me but I will fight to reinstate my superhost status as it is extremely misleading.  Will keep you posted on outcome!

[Olivier291]

@Luan14 ,

See: https://www.airbnb.ie/help/article/2022/how-do-penaltyfree-cancellations-work-for-instant-book-hosts

It clearly says "When you cancel for this reason, all penaltieswill be waived.". By "this reason" they mean only "I’m uncomfortable with the reservation or the guest has broken my House Rules”. If you choosed another reason the cancellation is made with all hosts penalties.

[Susan1188]

Never, ever, ever cancel a booking by clicking.

The only way is to make a case that the guest did not respect your house rules.

Or there is a serious problem like he is on the FBI most wanted list.

Instant booking is dangerous for superhosts, exactly because of this situation.

So I would recommend if you want to screen your guests, turn off IB.

And if you need to cancel, CALL Superhost customer support to get help.

Never ever cancel a booking on your own.