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.

[Fred13]

Btw, Airbnb will consider eliminating host penalties (IB or not) when a host cancels a reservation when it was mutually agreed,  or by mistake (aka the infamous 'Request by Guest to Cancel' trap) ~IF~ supported by documentation, meaning if the message string (via Airbnb) shows that was the intent all along. They are indeed looking, seriously, at this issue, as we speak.

[Angela459]

Due to bad weather, water pipes frozen, hence no water.  I have had to inform guest that the site in which our lodge stands is closed, and that we have to cancel their booking, offering a change of date or refund, guest were gutted, I was gutted.  I went to cancel their booking to gain a refund for them, only to be told at the end of all the questions asked of why it is being cancelled, that, I would lose my 'superhost' status for 12 months, and if I cancel another booking then I would lose the right to advertise my place with Airbnb, obviously I retracted the cancelation, and are trying to get in contact with Airbnb for the last 24hrs for an answer to their draconian attitude, as, this is a severe situation that is out of our hands due to god’s way with the bad weather.  I have never cancelled any guest before now, and have no intentions to do so unless totally out of my hands for the H&S of my guest.  I have my guest also trying to contact Airbnb at their end for a refund, and again, no response to them either.

[Alexandra316]

@Angela459 have you called your Superhost number or tried them on Twitter @Airbnbhelp? Either option is good. Your situation should fall under the Extenuating Circumstances policy: see https://www.airbnb.ca/help/article/1320/what-if-i-need-to-cancel-because-of-an-emergency-or-unavoida... for details. You will need to contact Airbnb to discuss it though. If you're just cancelling through the automated online process, of course it's going to warn you of all of the penalties: the system has no way to know about the circumstances. 

[Huma0]

@Angela459

Yes, call them. If you wait for a response to an email, you could be waiting a while. It’s very easy to reach Airbnb CS on 5he phone in the UK, whether you’re a Superhost or not.

This should be classed as an extenuating circumstance and penalty free (they confirmed as much to me on the phone only two days ago). Get them to cancel for you and confirm that you won’t be penalised.

[Alexandra316]

@Huma0 I find that the @Airbnbhelp on Twitter is generally really fast and the service is good. You hear back from them in less than an hour. I'm not a telephone person, so it's usually the route I take if I need help.

[Huma0]

@Alexandra316

I've never tried that, but heard other hosts say that Twitter is a good way to get a response.

I'd rather not telephone if I don't have to, but so far have found that I get through very quickly (actually it was quicker before I was a Superhost!), they are always helpful and I get a resolution straight away, followed by a message confirming what was agreed. When I message via email or on the Airbnb system, nothing really happens.

[Angela459]

Hi Folks, I did call, but no return from Airbnb yesterday, I called them again today and got through, they have had bad weather as well.  They are now dealing with the situation under 'extenuating circumstances' - needless to say, I tried to explain their system needs to be updated to have a tick box with  'extenuating circumstances' to avoid the situation of a host being downgraded from 'superhost' through no fault of their own.  Thanks for all your replies/advice. x