Guest cancellation request

[Sam397]

So whats up with the guest cancellation request that I have been getting. Up until yesterday I would get an email saying the guest canceled and was given a full refund, now the last 5 has been a guest cancellation request, stating that the guest wants to cancel for a full refund. And if you dont respond in 2 days the booking will stay active. Whats the purpose of this? .BnB is going to give them a full refund if we decline it so why do it. The host has already wasted enough of their time on a booking that they wont get paid for and they want them to spend more time on it.  Are they trying to cut down on labor cost, thinking that if the host takes care of it they wont have to pay a CS rep to do it. Or maybe they are trying to get the host to issue the refund that way they wont be liable if it comes out that they didnt have the right to issue all those full refunds and have to reimburse the host. I cant think of one reason that doesnt involve them trying to cover their backsides in some form.

[Fred13]

Clara, I think of so many of you all the time.

The island is getting a total facelift, since this is the first opportunity outside of a few days here and there for 5 straight years to finally implement some fun ideas; a sexy new upstairs studio overlooking the atoll, hammocks over the water, new fun equipment room, etc. So, busy and happy to have some much needed time off.

May we all get back to hosting soon! 🙂

[Clara116]

@Fred13 that sounds wonderful Fred, glad you can take advantage of these very strange times. I too am working to make and work with my hands, plants, garden stuff and improvements to the cottage - on the patio and mostly outside activity. Happy the first time I've grown poppies and its proving a wonderful idea. They lift my spirits each time I see them. Be well and till next time good man, Blessings

[Ian-And-Anne-Marie0]

@Sam397 

And if you dont respond in 2 days the booking will stay active. Whats the purpose of this?

Because with a still active 'pending' booking the guest can sit and wait until Airbnb extend their Covid-19 EC and just cancel within the new 'applicable dates' for a full refund. Just 'Declining', like you should, to not incur penalties under normal circumstances means Airbnb have more work to do in consoling guests through their call and message centres.

One such cancellation like this we encountered 'actually' cancelled (outside of the 'applicable dates'), the booking was sent to the cancelled tab (all good), and then it re-emerged in the pending tab (gone bad). Same thing here.. The guests booking is still pending, just awaiting new Covid-19 'applicable dates' inclusion.

[Jay181]

Sorry for all the long posts, but Airbnb says there are some new tools, but I cannot find them, maybe not available yet.

https://www.airbnb.com/resources/hosting-homes/a/how-to-get-answers-you-need-about-covid-19-and-trav...
If you need to change or cancel a reservation, here are some helpful resources.

Learn more about our new tools and programs
We’re working on a suite of tools and programs—what we’re calling “More Flexible Reservations”—to help hosts welcome guests and to help guests travel more confidently during this time of uncertainty.

We’re introducing a new tool for hosts to cancel certain reservations without charges—without needing to contact our community support team for help. This will allow hosts to choose to refund any guest who isn’t able to make a trip right now but who isn’t covered under our extenuating circumstances policy. Instead of needing to contact our community support team, a guest can ask for a refund through the tool and a host can give a full or partial refund to the guest directly.

(This would be great tool! I hope it comes soon.

Also would also be nice to be able to waive the strict cancellation policy if a guest has checked in for 2 months, but in the first month wants to change to just one month. Currently he gets charge for the next 30 days.)

[Cabo-Platinum0]

We just had Airbnb automatically cancel a guest with a May 7 check-in date.  It was an auto-cancel due to "COVID Extenuating Circumstances Policy". I'm befuddled as the policy states that cases after April 15th won't be considered at this point.  

Taking it one step further, I opened up a support ticket to this effect--to try and understand how this happened--and the ticket was "closed by an Airbnb Support Specialist."  Makes me believe they have no desire to help, explain or take responsibility for their actions.  While I'm just trying to navigate my business and understand what to expect next..... 

@Sam3 @Inna22 @Clara6 @Danielle476 @Elena87 @Fred13 

[Fred13]

I am hoping that Airbnb doesn't create a scenario for opportunists by vacillating with their April 14th cut-off date for this would really create a further royal mess for hosts. Specially considering that in a matter of 1-2 weeks many aspects of this virus may indeed take a whole different perspective. Let us hope.