The guest is not responding

[Dora31]

hello

I am a superhost on airbnb: my guest meant to arrive today but no response: I messaged them yesterday that I will have to leave home in the afternoon so let me know when they arrive. I called them quite a few times in the last 16 hours. 

I opened the case with airbnb but they said that if I cancel i will lose my superhost status and I have to be available all the time for the guests to check-in.

I am a professional, so why guests/airbnb expect me to be always available? my previous guests always told me well in advance when they arrive so I could manage things accordingly without any issues

this is a bit frustrating. 

[Ange2]

@Dora31   If you cancel you will lose your Superhost and the dates will be blocked and myriad other penalties, I think there are six that can be applied including a $100 fine.  BUT, you only need to be available within your check-in window, although it doesn't mean Airbnb won't penalize you if the guest complains you weren't around when they arrived unannounced outside your check-in window.  For future you could narrow your check-in window, and tell people they need to contact you if their arrival is outside check-in window because you are not available 24 hours and need to confirm IF you will be available,  it may help.  I have had a few like that who don't reply to any messages, turn up unannounced and then complain because I am not telepathic and mark me down for check-in !

[Susan1125]

What happens if they are not answering because they do not intend to show up?

[Dora31]

depends on your cancelation policy - if it is strict you might get a full amount  depending on how many days they booked

[Letti0]

@Dora31  Not always they may claim extinuating circumstances and get a full refund. It's always best not to count your chickens before the eggs have hacthed as the all saying goes. 

[Susan1125]

Can i reach out to AirBNB to reach out to them?