Some discrepancy between status of confirmation of my side and guest side.

[Whitney3]

One four family member including 2 children showed interest in one of my listing but this room was too small for four people so I suggested my other listing which is more suitable for this family. 

However, this family confirmed my small room by accident instead of confirming my other place with special offer. 

I suggested them to cancell as this original listing has moderate cancellation policy and their arrival time is two month ahead and they would not be charged for cancellation penalty. 

When they confrimed the small room, my email list showed CONFIRMED with green color. That is why I knew that they confirmed the wrong place which is not for four family memebers and suggested them to cancel.

Right now, my email list shows preapproval instead of confirmed and my calendar shows reserved.

However, I can not let this four family to this small room and I am concerend to have complaint from other guest due to washroom usuage with so many people.

This is their mistake to confirm the wrong place with hasty decision without reading my offer and explaination.

This family said their money from Visa card  was taken and their email list shows confirmed but my email list shows pre approval. I am concerned the money would not come to me even though they have paid. 

I can have some detour way how to host this family in other suitable place but the problem is my email shows they did not pay as it showes as PREAPPROVAL. 

Do you have any idea? 

[Clare0]

@Whitney3 If the reservation is confirmed, that means that you accepted the reservation request.  Is the family in agreement with your other listing?  If so you need to contact Airbnb right away to get their assistance in sorting it out. 

Never ask a guest to cancel.  When they do, Airbnb never refunds the service fee which can be quite substantial.  Not a good idea. 

Here's how to contact Airbnb: 

https://community.airbnb.com/t5/Tips-Tricks/Contact-Airbnb-A-Community-Help-Guide/m-p/16165/highligh...

[Whitney3]

Thanks for your advise. 

I thought it should be fine for them to cancel because My moderate cancellation policy shows the guests cancell before 5 days prorioe to arrive with no penalty.

However, the guest tells me they did not cancel and my calendar shows they reserved and my email shows they did not confirm. Very confusing.

[Whitney3]

Thanks for your advise. 

I thought it should be fine for them to cancel because My moderate cancellation policy shows the guests cancell before 5 days prorioe to arrive with no penalty.

However, the guest tells me they did not cancel and my calendar shows they reserved and my email shows they did not confirm. Very confusing.

[Clare0]

@Whitney3 What kind of browser are you using?  Perhaps you need to clear your cache and / or refresh the page to get the latest update. Airbnb works best on Google Chrome if you have a device that supports it. 

[Marit-Anne0]

@Whitney3

If this is a case of changing from one property to another, you can do so directly from the site through my reservations, then change reservation, then choose the relevant property.