Airbnb Cancellations

[Malene1]

Hallo!

I had a guest recently who expected to check in at 12:30 am, after midnight!! I told him it was not possible for me to check him in this late and he asked me to cancel his reservation so that he could look for another flat. Now Airbnb has charged me 90€ for this cancellation!!!!!! Does anyone know how I can get in touch with Airbnb? There is no contact info on the web site.

I think this is really unfair and I will stop hosting if they don't return the money to me.

[Cynthia-and-Chris1]

This is why hosts need to be COMPLETELY AWARE of hosting policies - including the in's and out's of cancellations and repurcussions for hosts who cancel reservations (even at the guest's request).  You can use the search bar up top to search for the Airbnb contact numbers - they have been posted plenty of times.

[Jay62]

Yeah, right. we need to contact Airbnb customer service to solve a lot of different issues from host and guests.

[Alice-and-Jeff0]

You are being penalized for cancelling.  Arm yourself with the policies regarding cancellations: 

https://www.airbnb.com/help/article/166/how-do-i-cancel-a-reservation-as-a-host

https://www.airbnb.com/help/article/990/how-do-host-cancellation-penalties-work

https://www.airbnb.com/help/article/1320/what-is-airbnb-s-extenuating-circumstances-policy

https://www.airbnb.com/help/article/149/what-is-the-airbnb-cancellation-policy

Right now your listing says check in until 10pm.  That means the guest was in violation of the terms of check in time.  If was different when they booked, then it is not an extenuating circumstance.  You don't have Instant Book turned on, so you would have had to accept this guest and that means you would have had the opportunity to get their check in time before accepting the request.  

You could reach out to Airbnb and ask them to reconsider the penalty, but you are really the person responsible for your listing and actions.  You'll note the dates are blocked as well so you can't book someone else.  

https://community.airbnb.com/t5/Community-Help/Contact-Airbnb-A-Community-Help-Guide/m-p/16165#M2339...

[David126]

I used tio say 11pm and had people turning up at midnight, now I say 10pm which I think is reasonable. I will live with someone a little bit late.

If they want 24 hour check in they need to find somebody who offers that, I do not. If that does not meet their requirements they cancel, not me.

[Jens20]

have you found out how to resolve that ?   airbnb is for sure not forthcoming to solve issues directly with them .   if they continue on this route they will get a lot of unhappy customers.  i got a 100 usd deduction on a recent payout ... just like that , courtesy of airbnb .... bordering on being illegal .   i thinkl airbnb gets too cocky...

[David126]

You have 5 bookings and 4 cancellations.

Sounds like there are issues you need to address.

[Alice-and-Jeff0]

Are you kidding me @Jens20 - one of your properties listed is for a Westin Hotel    https://www.airbnb.com/rooms/10348628.  Another is a Sherton Hotel   https://www.airbnb.com/rooms/15141984?s=NHYiIKSL.  The ones you cancelled, where they penalized you, were from a Westin Hotel in Hawaii.  Plus you actively are seeking people to contact you outside the Airbnb platform.  You are lucky that you haven't been booted from Airbnb already.

[David126]

Looks like he has a couple of time shares he sub lets.