I've been hosting for a year and always have great guests. We rent our upstairs bedrooms and are always at our home when guests stay with us. I just had an unexplained cancellation24 hours prior to arrival.
I contacted my guest via text message and he did not know why his account was cancelled. I did notice that he had just signed up and I was his first booking. How can I find out what the issue was and if I did anything wrong. This is not the first guest that I've exchanged phone numbers and contacted outside the app. Is there a phone number to call? Reply to the email has not been received. I removed my guest name from the email for privacy. Naturally this has spooked us from hosting this time.
Hi David,
I hope this message finds you well. Thank you for your reviews as a warm and accommodating host!
My name is Dale, and I'm a Trust and Safety specialist at Airbnb. I wanted to notify you that reservation HMFF3N29SZ with Guest Name has been canceled in our system. This reservation was set to start on March 17th.
Unfortunately, we've received quality assurance information regarding this guest and we're no longer able to support them as a member of our Airbnb community. Your calendar should now be open for the affected dates.
I've also reached out to Guest Name to let them know this is no longer an active reservation. We've refunded them in full and they are aware that we've let you know about this cancellation.
Please know that Airbnb would never attempt to act in a manner that would compromise you as a host, and situations like these are very rare. We truly apologize for any inconvenience this may have caused. If you have any questions or concerns, please let me know. We're here to help!
Best regards,
Dale