Please see below an email conversation I have had with airbnb support. I would like to know if other hosts would be dissapointed by the response I have received. I appreciate and understand there are policies and procedures but to rely on these without response to specific questions is not a good "support" experience. AIRBNB appear to offer a resolution service between guests and hosts but not between themselves and the "valuable" hosts.
I have a guest who made a booking error and has cancelled the booking. As it is within my cancellation period the guest is only due a partial refund. I have the option of allowing the guest to receive a full refund, which I am happy to do, provided I don't incur any airbnb fees.
Can you please confirm that if I agree to the guest receiving a full refund I will not be charged any fees in relation to this booking.
Thanks for your message — Airbnb Support will reply as soon as a specialist becomes available.
Airbnb Support12:37 PM
Hi Kathy, this is Danah from Airbnb Customer Experience Team. I hope you are doing well. Just to confirm, this is in regards to reservation HMR4BS88MY with guest Myles, correct? First of all Kathy, we sincerely appreciate your kind gesture of providing a refund to the guest. Should you wish to provide a refund to Myles, rest assured that you will not incur any fees. To confirm, the money that you will send to the guest will be taken from this booking. I hope this clarifies the matter. Should you have further inquiries, feel free to let us know. Kind regards.
Thanks, yes it is regarding this reservation.
Airbnb Support3:45 PM
Thank you for the confirmation Kathy. As advised, you may send a refund to the guest and rest assured that you will not incur any fees as the monies will just be taken from the booking. To get started, kindly follow the link below: www.airbnb.com/resolutions
Hi again Kathy, I just want to let you know that I will now be on my rest day for two days so if you have any urgent questions, please call our hot line at +1-415-800-5959 (24-hour international support number). Otherwise, I'll be back after two days to address your inquiries. All the best!
20 JANUARY 2019
Airbnb Support10:16 AM
I just wanted to follow up and make sure you received my reply to your inquiry. I hope all is well! Please let us know whether we can still be of help; otherwise, we'll close out this issue for the time being.
Thank you for reaching out to Airbnb Customer Experience, we are here for you whenever you need us at: www.airbnb.com/help
That's great to hear Kathy! It is our duty here in Airbnb to help our beloved users thus I hope I was able to address your inquiries to your satisfaction. Know that we are always here to support you Kathy. All the best and take care! 🙂
Thanks, but I don't feel particularly supported! After 4 years plus as a host with consistently high ratings (and most of that time as a super host) I had to cancel a one night booking which was made in April 2018 for December 2018. For that I lost my super host status for a year!! I don't believe the guest would have been particularly disadvantaged by the cancellation given he had 8 months to make alternate arrangements for his one night stay. The punishment way exceeded the crime and is very disappointing.
Airbnb Support5:53 PM
Thanks for reaching out to us regarding this issue. I've forwarded your inquiry to a member of my team who can better assist you. They'll be getting in touch with you soon.
In the meantime, please feel free to respond to this message with any further questions or concerns.
Airbnb Support6:23 PM
Good day! This is Rosanna a Case Manager here on Airbnb. I hope this message finds you well. We truly appreciate your patience while we do our best to provide the assistance needed by each and every member of our community, like you.
I really do apologize for the inconvenience that this has caused and this is not the experience we wanted you to have as our valuable Host here on Airbnb.
Please allow me to review the cancellation for the reservation wherein the penalties was applied and I will keep you updated as soon as I could.
In the meantime, if you should come across any other questions, concerns or even just comments please feel free to let us know by replying to this message.
I look forward to hearing from you, although I have to add that I raised this after receiving one of you host "feedback" emails some time ago and received no response .......
21 JANUARY 2019
Airbnb Support5:34 PM
Thank you for your patience while I reviewed your case. I appreciate the time you’ve taken to share your concerns and perspective on this experience.
I know that you have been working so hard to maintain having a Superhost status on your Airbnb profile, but we have certain requirements for host which are the following:
- You’ve hosted at least 10 trips OR 100 nights and at least 3 trips - A 90% response rate or higher - The average rating of all reviews left by guests needs to be higher or equal to 4.8 (as long as at least half of the guests who have stayed with you leave a review) - You haven’t cancelled any confirmed reservations, unless they were cancelled under extenuating circumstances
And with regard to your reservation HMFPMK89R8 with Luc, wherein the reason for the cancellation is "This reservation is some 8 months in advance unfortunately I had not yet gotten to updating my calendar", wherein you could've block your calendar that time and to avoid cancellation.