Guest Requested to Cancel - Now it show that I (host) cancelled - need help to contact Airbnb direct

[Stefan305]

Hi all,

I recently had a guest that requested to cancel.  I did not action anything on my side, but now it shows that I (the host) have cancelled.  Because this was cancelled, it does not show up as a reservation, so I cannot contact Airbnb about this reservation!!!!  So fustrating as I cannot find any way of speaking to them to querie this instance.  And this will now affect my superhost Status!

Do any of you have a direct email or telephone number for Support?

[Ana1136]

@Stefan305 Did the guest send you a request to cancel and you accepted? That is you canceling the reservation on your side. It can be deceiving for hosts and Airbnb doesen't do a good enogh job explaining about the aftermath of accepting the canceling request.

[Stefan305]

The guest sent the request, but I never accepted.  But since the guest booked just about 24 hours before the booking start date and then cancelled less than an hour after she booked, things became complicated.

[Ana1136]

@Stefan305 I don't see an automated Airbnb post stating that you have canceled a reservation. Was it a mistake and the guest sorted things out on their own or you contacted Airbnb to remove the automated post?

[Letti0]

@Stefan305   Go to AirbnbHelp on Twitter and direct message them or call them. If you did nothing on your end they should remove all penalties. I am thinking you accepted the guests cancellation notice to you, which is a loophole that then gives them all service fee's back and puts the host as the canceling party.