Guest Instant booked and then said he wanted to cancel.

[Greg99]

Im in a coastal community that is popular during the summer.  I have a guest (who lives local) that instant booked today and then immediately sent me a message that it was a mistake and asked me to cancel as he hasnt verified the dates with his friends.  4th of July weekend nonetheless.  I responded back and asked that he cancel as there would be no penalties.  I did not receive a response.  I followed up 4 hours later and still no response (going on 12 hours).  I understand I will be penalized for cancelling this reservation but that seems unreasaonable seeing as how he already said it was a mistake and now is not responding to my request.  How do I proceed?  July 4th is a big weekend that is now booked. 

[Rachael26]

@Greg99

Well as tempting as it is to ignore and teach the guest a lesson (he has already paid) - as it's July 4th weekend and he is likely to cancel just before the dates to get his money back. And all that means is that you will loose out on a July 4thbusy time booking as it would be unlikely to get filled again last minute.

So contact Airbnb (search the site here for a contact tel number) but I recommend using Twitter (#airbnbhelp). It's the fastest method and you can show them his correspondence and ask them to arrange to cancel (they may even get in touch with the guest).Let is know how you get on, it may help others here in the community center.

Best Wishes.

[Greg99]

Thanks Rachel!  I reached out to AirBnB via twitter this morning.  Still waiting to hear back from them and the guests that booked!  Such is life.  😞

[Amy38]

do not cancel! You will penalzed for a year...let him cancel.  No one accidentally books a room...he just found something he likes better.

[Greg99]

Thanks @Amy38. I don't plan to cancel but as others experienced, no response from AirBnB after many hours. Just frustrating. 

[Annette33]

hi @Greg99 , has anything happened by now? I do understand that the guest did an Instant booking, which apparently you have taken off immediately, because I don't see it on your listing any longer. But i do see that the 4th of July weekend is still blocked out on your calendar, so the issue is not resolved yet.

I don't have the right link available right now, but I seem to remember that you can cancel penalty free as a host when you get an IB booking which is what you got, when they break the house rules, which he is doing. so, even though you changed your booking requirementsnow,  the IB cancellation rules apply to that particular booking.

Look into it,find the specific cancellation rules for IB,  and perhaps just go ahead and cancel if indeed it is penalty free to you. Really, that guy should do it, but you gotta take care of your own needs, to free up that weekend on your clendar asap.

Good luck!

[Rachael26]

@Greg99

Hang in there Greg! Just tweet again - with a little stronger wording..... something like    "I have a malicious booking for the July 4th weekend and I know the guest wants to cancel but now refuses to..... The calendar dates are blocked and I have the official Airbnb system message to prove the guest's intent. Please help me to cancel this booking."

Or something along those lines. And leave an email and telephone number as contact.

I know it seems unfair to have to spend all this time doing this, but just keep at it. I am not sure if this would qualify under the Instant Book rules 'if a guest breaks one of your house rules you can cancel without penalty' as he is unlikely to even keep the booking..... but let's not take a chance with your unblemished cancellation record as it might take even longer to try to undo the unfair cancellation penalty that you will get as the software will automatically pick up that you cancelled (even with legit cause to).

And try the telephone number also (search this site for contact Airbnb - gives the US telephone numbers for help).

Let us know how you get on - this post will help others with similar issues.

Best Wishes.

[Greg99]

@Rachael26, Thank you SO much for taking the time to lay out this response as it was VERY helpful.  I reached out to the guest again this morning with no response.  This evening, I was digging into the details to call support and figure out the next steps.  Your first post was SPOT on! 

The guest finally responded back tonight!  The guest was trying to squeeze in 4 more people than what my occupancy rate would allow and even said "we've been friends for so long that sleeping arrangements dont matter".  They were looking at other reservations but mine "seemed like it would work".  Essentially, they didnt want to pay the price for a place that would actually accomodate them!  I responded that this would completely violate the house rules and he would have to leave if I found more than the allowed occupancy!

I believe I handled this correctly and had my suspicions that this was the case, especially after your message!  As a first year host, I've had GREAT success with AirBnB.  I know one more thing to keep an eye out for!  And thank you for your helpful suggestions!  So much appreciated!  (and we love Asheville!!!!)  

[Rachael26]

Right back at you @Greg99!

So glad you worked it out.

Best Wishes (and a Happy 4th of July now!)