Cancellation

[Andy143]

So I had a guest book an airbnb but then he wanted to stay an extra day which I could not accomdate. So he told me to cancel. Airbnb charged me a penatly now and their support sucks! I have been on hold for like 20 minutes to get my $100.00 back. Their customer service seems to be worse than ATT or companies of the 80s. Come on guys you are supposed to be innovative fun start up. What is going on here? 

It's not my fault the guest wanted me to cancel. I want my rightful $100.00 

[Jamie69]

Hi Andy,

This is a very common problem for unaware hosts. You should never, ever cancel a request, even if the guest asks you to. That *is* your fault. Make sure you're aware of the consequences of canceling.

I do hope Airbnb helps you out here, but in any case, consider this a learning experience.

Jamie

[Andy143]

Interesting but can the guest cancel themselves if I refuse to? Doesn't feel right to just hold their money. 

[Julie_Mike0]

Guests can cancel from their end. Airbnb is holding the money, not you, until a day after they check in. If this was pre-arrival and they cancelled, Airbnb has the money.