Had super host status revoked for a mutually agreed on cancellation between host (us) & guest.

[Anthony290]

Now Airbnb is offering 3 host cancellations with no penalty. Are we able to have our status reinstated? We've only had to cancel on a guest 1 time, and we cleared it with them first. Seems pretty weak of Airbnb to take this stance.

[Kelly149]

I don’t think you’ve understood it as they meant it. An IB Host May cancel 3 “uncomfortable” guests. This means: bad profile, poor reviews, breaking of house rules, etc. It doesn’t mean you can change your mind 3 times about dates, fees, length of stay, etc. The saying still stands “a host should never cancel on his own “

You could try to plead your case to CS, please let us know if they agree with you, would be interesting to hear. 

[Anthony290]

“Now instant books can cancel penalty-free if they’re accidentally booked for dates that should have been blocked (within 24 hours of booking, 3x per year)”

Do you have any insight on how to efficiently get in touch With CS? It seems they’ve made it prohibitively difficult on purpose.

[Cynthia-and-Chris1]

@Anthony290 Takes a simple Google search to get their phone number. 

[Anthony290]

Cynthia if you’re going to be passive aggressive, maybe just keep it to yourself? You contributed nothing to the thread. Some of us work day jobs that don’t give us the luxury of waiting on hold for 15 minutes I’m the hopes our issue will be addressed. 

[Allison2]

You can probably get the penalty removed after talking with CS - the system doesn't seem to be capable of doing it on its own.

Here's a million ways to contact them. It's helpful to find the best phone # and save it to your phone so it's there in a pinch:

https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide/m-p/16165#M728

[Carolyn157]

Same happened to me.  One cancellation was made by mutual agreement minutes after the booking was made.  Lost my Superhost status.  Grrrr

[Fred13]

Unfortunately, you did the cancelling (right?) and their program was incapable of picking up the merit that it was a 'mutual agreement'. I made the exact same mistake when I first started. However, who hoodwinked me into cancelling has been trying to re-book for 2 years and can't get in, that made me feel better. LoL

[Alice-and-Jeff0]

@Anthony290 - The penalty for cancelling a reservation for a host is pretty clear.  Unless you meet one of the exceptions, you are penalized. "Mutual" decision is not one of those, unfortunately. 

https://www.airbnb.com/help/article/990/i-m-a-host--what-penalties-apply-if-i-need-to-cancel-a-reser...

https://www.airbnb.com/help/article/2022/how-do-penalty-free-cancellations-work-for-instant-book-hos...

Please provide a link to the allowed 3 penalty-free cancellations for hosts. Even for guests, they get a notification to their profile for cancelling.  They will get their fees back, but unless they meet an exception policy, they are penalized as well. 

https://www.airbnb.com/help/article/311/do-i-get-a-full-refund-if-i-cancel

https://www.airbnb.com/home/cancellation_policies 

Additionally, if you search the Community Forums, particularly the "Tips and Tutorials" Discussion room, you'll find multiple ways to reach Airbnb.  This question is asked ad nauseum in the forums, and yes, Airbnb makes it difficult to reach them because they would be inundated with questions easily answered by the Help Center or by volunteers here in the Forums (yes, your fellow hosts!) 

https://community.withairbnb.com/t5/All-Discussion-Rooms/ct-p/host

[Anthony290]

Yes it is very clear. Because the direct quote is:

“Now instant books can cancel penalty-free if they’re accidentally booked for dates that should have been blocked (within 24 hours of booking, 3x per year)”

I got this from the app, it is being used to encourage hosts to turn on instabook. Which I did, and was penalized when this exact situation arose. So tell me what I’m missing...?

[Alice-and-Jeff0]

@Anthony290 - where is that information in the Help Center? Incidentally - that's a pretty SPECIFIC situation - that you, as the host, actually "blocked" certain dates and, yet, the guest was able to book them.  That means, YOU, as the host, have some sort of "out" for failing to keep your calendar up to date.  Are you saying that you actually blocked some dates on your calendar and Airbnb allowed someone to book during that time and you were penalized for a mistaken booking when the dates were actually blocked - like blocked from a secondary service such as Home Away?  You realize that's not a "freebie", right, but a chance to challenge the cross-calendar blocking system?  This certainly doesn't mean you get "Free" cancelations if you aren't importing an external calendar.  

[Edwin57]

To many answer to little to answer first, things happen even if you good at it or bad with so many things going on with Airbnb we as product and Airbnb as a brand we have to work together they protect there brand now we have to protect our product 

[Wayne47]

You can certainly understand the severity of canceling a guest for all the obvious reason but there needs to be more protection for the host when there is good cause to do so and there should be no limitation or removal of the superhost merit for doing so. A legit reason is a legit reason. There should also be a way to easily block a guest from returning to your home through the instant book route as well. Just like the integrity of the platform needs to be vigorously protected so does the host's. If you have a guest that you do not feel comfortable with or you suspect them of something nefarious you should be albe to block them out without question from any hope of booking again and as a host you should not have to give AirBnB any explanation that has to hold of to their criteria as you just do not want them in your home again. Ninety nine percent of our guests have been great but we need unquestionable protection from the other 1%, would you not agree?

[David126]

Also intrigued as I have not come across that quote, link?

[Huma0]

@David126

I have seen it, and fairly recently, but can’t remember where. I think it might have been one of the things listed when you go to turn on Instant Book.