Cancelation because of unfortunate events in the apartment

[Snorre-Lothar0]

I just wonder what will happen to my status and everything now that I have to cancel two guest groups because my apartment recently had water leakage and the fix is set to happen in the time period of my guests.

I dont want to loose my super status and get those default cancelation reviews when my apartment can't be hosted in.

How do i go forward to handle this properly?

[Rebecca181]

@Snorre-Lothar0 I believe that your apartment having a leak and needing a repair falls under Airbnb's 'Extenuating Circumstances' and you can therefore cancel penalty-free and the 'This host cancelled' notice will not be placed in your reviews. Did you call Airbnb yet to discuss this?

[Marit-Anne0]

@Snorre-Lothar0

This clearly comes under the "Extenuating Circumstances" clause.  You need to contact airbnb and have them handle the cancellation for you.  Use Twitter in a direct message to @airbnbhelp.  

You may have to provide some kind of proof.  

[Snorre-Lothar0]

Thank you guys! Yeah I did a cancel to be early  but the work i set up for 3-4 weeks so trying to do this properly. But the first cancel I didnt get any way of marking it 'Extenuating Circumstances'. But i will try twitter and get in touch with someone. Where can I call @Rebecca181?  

[Marit-Anne0]

@Snorre-Lothar0

You would have to contact airbnb to have a reservation cancelled under the "extenuating circumstances" clause - there is no way to do this cancelling through the site.  

Go to the discuss tab above, then help, and find the community help guides. There is one guide dedicated to contacting airbnb.  

With each superhost announcement I get the following by e-mail:

Priority support: We move Superhost calls to the front of the phone queue. To get in touch fast, call (+)47 21 61 16 88 or tweet at @AirbnbHelp.