Family crisis - needing to cancel multiple bookings.

[Abigail3]

Hello everyone.

I've had a family crisis and have had to sell my home at very short notice. This means I've had to cancel SIX guests. Luckily everone has had two months or more notice and I have given them the contact of another Airbnb host, a friend,  who lives minutes away in almost identical accomodation. I am a superhost and very worried what this will do to my reputation. I have explained the reason to both Airbnb guests and Airbnb itself with many apologies. I am hoping to restart Airbnb when my toubles are over - will I get some kind of BLACK MARK!???

[Alexandra316]

@Abigail3Did you contact Airbnb and claim under the Extenuating Circumstances policy? See https://www.airbnb.ca/help/article/1320/what-if-i-need-to-cancel-because-of-an-emergency-or-unavoida... for details: it seems like this situaton may qualify. That would remove any penalties. If you haven't made a claim yet, I would do that right away.

Right now, you already have black marks for these cancellations: the cancellation automatic review is showing up on your profile. You will also lose your Superhost status. I'm assuming that financial charges were also applied. 

It's also important that you snooze or cancel your listing, if you're no longer able to accept bookings. I see that right now, I could make a booking for your place (unless you're able to accept guests until the sale date). 

[Abigail3]

Thank you so much for this advice. I have blocked all calendar days until the end of the year. I can take bookings up until the end of June which I have left open. I will ring Airbnb although I've been through each guest explaining and aplogising individually. There was absolutely nothing else I could do under the circumstances and I have found them all alternative Airbnb accomodation AND given two months and more notice - what more can I do? Thank you for letting me know about the Extenuating Circumstances Policy.

[Fred13]

Bummer, perhaps was best to work with Airbnb, not just cancel all reservations. When you want to start again, best to start anew. Good luck.

[Abigail3]

Thank you Fred. Sometimes ghastly things happen out of the blue. I wouldn't be doing this if I didn't have to!

[Robin4]

@Abigail3

The probability is you will get a 'black mark'! I am so sorry you are in this situation but Airbnb are rather inflexible here....you can't just cancel a guest reservation Abigail. 

As there are six guest reservations involved what you need to do  is contact Airbnb on ......

+44 203 318 1111  explain your situation and ask if they can relocate your existing reservations or refund the guest without penalty to you.

You can claim extenuating circumstances for each reservation but that becomes tedious because you have to cancel the reservation first and then try to claim an exemption in each instance!

Give them a call and see what they can do for you. You will find they are good to deal with and primarily want to help you.

Cheers......Rob

[Abigail3]

Many thanks Rob. I have found nearby alternative accomodation for ALL the guests I've had to cancel. I'll give Airbnb a ring - many thanks for the useful number!

[Abigail3]

Dear Rob, I have just rung the number you gave me above and the Airbnb employee was incredibly helpful and understanding. She assures me I won't get a "black mark" and I will retain my superhost status and that I wont loose any money or get any penalties. She realised it was a serious crisis and I had done everything possible to apologise and re-organise accomodation for my guests. REALLY glad I made that call! Cheers!

[Robin4]

@Abigail3 Abigail that is wonderful to hear. There is so much negative comment about the help that is available that we tend to loose heart after a while and start to second guess what we do here. I know that support is difficult and it is really nice when someone comes back and tells us that it all worked out.

Thanks so much Abigail, you are like a breath of fresh air!

Cheers.....Rob

[Abigail3]

I agree! Good communication avoids so much bad feeling and it's wonderful to be listened to!

[Alexandra316]

@Abigail3Glad to hear that it all worked out. 

[Abigail3]

Thanks, Alexandra BIG relief!

[Lizzie]

Hello @Abigail3,

I am sorry to hear you are experiencing a difficult family situation, I wish you all the best for whatever you are going through at the moment. 

I am so pleased to hear you called our Support Team and have got this all sorted, I am sure it is a huge weight of your mind and it is one thing less to think about.

I would recommend everyone reading this, if you do have similar situation where something has arisen that is unexpected and/or out of your control to contact our Support Team to talk it through.

Thanks everyone,

Lizzie

[Abigail3]

 Thank you Lizzie - I found Airbnb Support totally supportive and understanding of my situation and she put my mind at rest and reassured me that I would be able to start hosting again with no "black marks" as soon as my family toubles were over! I feel very strongly that good communication solves half the problem!