Cancellation without penalties

[Jamie307]

Hi there,

I am a new host, i just received a reservation for this week end. But yesterday I double check my unit again and found out the air conditioner is not well functioning. I couldn't get technician to fix it so last min. Can I cancel the reservation without getting any penalties?

I tried to change to reservation date, but the guest decline. So, I have no choice but ask the guest to cancel the reservation and I am willing to offer full refund. This is what I was told by AIRBNB Guide to do, so I will not get cancellation penalties.

But my guest send me AIRBNB GUIDE that she received, "Don't cancel for the host, instead ask the host to cancel. That way, she will be eligible for full refund."

It was very confusing, what should I do? Please advise, thanks!

Jamie

[Letti0]

@Jamie307  You do not cancel and neither does the guest you call AirBnB and explain extinuating circumstances due to the A/C not working and cancel penalty fee, this way the guest gets refunded in full. 

[Jamie307]

Hi Letite,

Thanks for your reply. Really appreciate it.

I couldn't find Airbnb customer care contact any where in the website. I went to FB and drop a message there. Looking for their reply soon. 

Can I have the customer care email?

Thanks! 

[Letti0]

@Jamie307  Drop one on Twitter too you get faster and better results. Unfortunately there is no direct phone line for your area, so Twitter will work better. 

[Jamie307]

Thanks! 

[Joe492]

For Malaysia :

Toll free : 1800 889 814

Local Number : 03-7724 0164

[Linda108]

The confusing part here is that in order for your extenuating circumstance reason for cancelling to work for you, you must engage Air BNB.  The automated system would cause automatic host penalties.  It is your issue so it is your responsibility to initiate the cancellation.

[Jamie307]

Thanks!