Had to cancel a guest's reservation. Had excuse.

[Anna735]

On the 18th of April I was forced to cancel a reservation because I was facing serious problems with my flat and I didn't want to leave exposed my guests. I still have a problem with water supply so I turn off my listing for a while until the problem will get solved. But although I had a very serious excuse for this cancellation I couldn't find a way to explain anything and dont get the penalty of commitment rate reduction. 

[Robin4]

@Anna735

Anna, that is really unfortunate that you could not honour this reservation on a number of levels!

A/. You have missed out on the revenue.

B/. You have cancelled a confirmed guest reservation and I am afraid Airbnb will penalise you for that. ABB have had to introduce a series of penalties for host cancellations because too many hosts would chase better, longer bookings, or for any one of a number of reasons not honour guest reservations.

Now Anna, there are extenuating circumstances for not following through with a reservation but you must contact ABB and work with them to relocate or refund the guest.....not just hit the cancellation button.

I would contact ABB and explain that due to unforeseen circumstances it was impossible for this hosting to continue and ask them to release you from penalty. As it stands Tims cancellation is showing on your reviews and this will have a serious impact on your bookings....guests don't trust hosts who cancel reservations and they look elsewhere!

You will find somewhere in this helpful link to contact Airbnb, do it as a matter of urgency and see if they can help you.

https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide/m-p/16165#M18763

Also Anna for your information here are the penalties that Airbnb impose when you cancel a guest booking! Make a note of them and try to find other ways of getting around a hosting problem in future.

I have found it helpful to offer the guest alternate dates with possibly a special offer as an enticement....it works well, and it may help you.

Cheers.....Rob