cancellations

[Nae2]

I am new to hosting and we have set our listing up where people can instant book. We read that with doing that the host would have a chance to dencline bookings with zero penalty. Now when we wake up, people will have booked and confirmed the booking and we get a message saying if we want to cancel as hosts we will get penalized. Did something change? Can anyone give feedback on this or a good contact number for me to ask this question to? 

[Linda108]

All that you have experienced is system driven.  You need intervention with Air BNB if you wish to cancel a reservation.  Never do it on your own.  System will apply all penalties as it does not differentiate acceptable host cancellations.  Best to speak with a representative rather than send a message via email.  

Here is a guide for contacting Air BNB

https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide/m-p/16165#M728

Also, you might want to ensure your IB requirements include a government ID and a positive review.