extenuating circumstances for hosts

[Ken12]

A guest requested a cancellation, which I obliged because it's more than two months before the visit. But now I understand that I am being penalized for accepting her cancellation, because any cancellation disqualifies me from being rated a Super Host. This doesn't seem fair. Am I missing something?

In addition, the website said I'd have an opportunity to explain extenuating circumstances "after" I pressed the cancel button. But I can't for the life of me figure out how/where I can explain the extenuating circumstance. There's no tab, or link, or button, or anything, and it doesn't show up on search. Does anyone know where this mystery extenuating circumstance function can be found on the website?

Thanks,

Ken

[Nancy85]

Wow - I didn't know that.  I think the cancellation policy needs to be assessed too.  Someone wanted to cancel and I recently said I would if it was rebooked by someone else or they could come and rent some space.  

The other issue with me is I have mnay listings and can't use instant book since there is a possibility that some would be booked twice.

Also, Cancellations before a major holiday has to be very strict because it could leave a host like me out of luck and not get re-booked which would be a major financial loss - Nancy 

[Corbett0]

the guest needs to initiate the cancel.

if the host initiates it, host loses.

accepting a guest initiated cancellation does not affect superhost status.
call airbnb and try to fix it asap.

[Amaris0]

You do not get penalised if a guest cancel their reservation. However you do get penalised if you as the host cancels the reservation; this is because it is unfair to the guest  as Airbnb take a hard stance by penalising the host. 

If your guest wanted to cancel, s/he would be within their right to cancel but would have been liable for any payments based on your cancellation policy and would also lose the service fee paid to Airbnb. This is also to ensure fairness to the host who may have lost out on other opportunities as a result of reserving the requested dates. 

In extenuating circumstances Airbnb can override the host's cancellation policy and wave their fees but the guest would have to provide evidence of the extenuation circumstances to Airbnb. This is also to ensure fairness to the host.

I have looked at your profile, I'm assuming you are referring to Maureen. The reason you have been penalised is because Airbnb think you cancelled on the guest; they have no way of knowing it was the guest who requested it and therefore have not received any evidence either. One of the penalties of cancelling as a host is that those cancelled dates are blocked in your calendar so nobody else can book the, also you lose the opportunity/ existing  superhost status for a year amongst other penalties.

Have a read of their terms & conditions, policies & guidelines to familiarise yourself with policies as such - here is one to give you a head start - https://www.airbnb.co.uk/help/article/990/how-do-host-cancellation-penalties-work

You can contact Airbnb as well to explain the situation, they may take a view. But never ever cancel a reservation on behalf of a guest.

BW, Ama

[Ken12]

Thanks to all of you. I took the suggestion to immediately contact Airbnb and chat was very helpful. I should have just told the guest (kindly) that they had to do the cancellation rather than ask me to do it, because by me fulfilling their request, I penalized myself. The instructions on the site are somewhat unclear to me. But now I know. And Airbnb was kind enough to unmark it as the host's cancellation, so it's no longer a bad mark on my record.