Guest mistakenly requested to book

[Donald12]

A guest requested a 2-night booking 10 months from now and I accepted. Apparently he thought he was sending a booking inquiry, not a booking request. I have a strict cancellation policy, but because the guest's booking date is so far in the future I do not mind allowing him to cancel without penalty. This would also allow me to relist the dates he booked. The guests requested that I cancel the reservation on my end, but I am unwilling to do that because of the penalties I would incur. I want to be helpful, but I do not want to be penalized for someone else's mistake. Any suggestions? Thanks very much.

[Helen3]

I would suggest your guests calls BnB. Tells them what has happened and asks if they will be flexible and allow him to cancel his trip. It's an issue he needs to sort out with BnB not you.

However do message him through BnB and say you will be happy to cancel without penalty on your side.

[Donald12]

Thanks very much for the very quick insight. Everything was resolved with one phone call by the guest. 

[Alexandra105]

Donald,
I am in exactly the same position but for two weeks. I am happy to cancel as it is June 2017 but as I didn't make any mistake I don't want to be the one paying for it.

[Donald12]

Helen's advice, above, worked perfectly in my situation. AirBnB was very responsive to my guests and it was easy for me to offer a refund and open up the dates to other guests.

[Kathie6]

Hi --

I had a similar situation happen in Feb., for a booking in Jan. 2017.  The auto rate feature and auto book features were active on my listing, and a guest was able to book for a fraction of the rate I charge for that week.  I wrote and explained the situation and he understood, but was unable to cancel.  So, I cancelled for him.  Now that week is blocked, and it's my highest rate week for the entire year.  I'm so ticked off, and can't figure out how to contact Airbnb by phone.  I've used the Help feature but there are only pat answers to common questions.

Help -- how do I get a person on the phone at Airbnb?

Thanks,

Kathie

[Connie-And-Mark0]

855 424-7262. They are very helpful at Airbnb.