HELP with guest who request that I as a host cancel

[Alina1]

Hello,
I have a problem with answering on Airbnb with this question: So, its written like this:

Svitlana requests that you cancel

If you cancel the reservation, the cancellation will be effective immediately. Standard host penalties will apply but you can always let us know about an extenuating circumstance after canceling the reservation.

If you keep the reservation, you’re letting Svitlana know that you’re still able to host them during their trip.

What should I click:  CANCEL  OR   KEEP  ?
Thanks for helping me, 
Regards

[Andrew90]

Unless you are cancelling hit KEEP.   Has the guest contacted you?  

What I would do is contact customer service to see what is going on. 

[Alina1]

I dont want to cancel. 
I contacted the guest to see where is a problem, and then she said she want to go to other apartment and host .
How can I contact customer service?
What would happen if I click KEEP? (I definitely want to keep some money, because she reserved the period that instead would be definitely booked with other guests)
Thanks again.

[Fiona2]

We don't have any of the information about why they are requesting you cancel, does it have to do with your listing?

In normal circumstances I wouldn't cancel on behalf of a guest, you risk having your calendar blocked and financial penalties from Airbnb.

[Alina1]

Hello,
the guest said that it is just she want to rent an apartment in other period (our apartment is not free in that new period) because she changed the period when she is going on holiday.
So, should I click a KEEP?

[Jillie1]

If they want to cancel, I would let them do it - otherwise you will be penalised yourself and if you were wishing to reach Superhost status, this isn't good!   

Good luck!

Jillie

[Kika1]

no no no, she can cancel herself if she changed her plans! never cancel on behalf of the guest! 

[Ana7]

Never cancel on behalf of the guest! Why would you get penalized by Airbnb when you are not to blame?

If the guest wants to cancel, she's free to do it. 

This is just not fair, I'm surprised Airbnb gives this option at all.