in-house reservation cancelled by Airbnb staff

[Anonymous]

We had an gas issue in one of our apartments which was resolved within the hour. The guest that stayed there and discovered it felt confident enough to continue his stay there although we already arranged an alternative apartment for him.

After his check-out i've received an email saying that our upcoming reservation for that day in a different apartment (from people who already checked-in in the morning and already started their holiday) has been cancelled. No explenation.

These people obviously freaked out as they all off a sudden didn't have a place to stay anymore (if it was up to Airbnb). They we'rent contacted untill i forced an airbnb rep to speak to them on the phone. 2 days later, these people are still staying in my apartment, now for free because the reservation has been cancelled. They dont have funds to pay for an alternative accomodation and were told the money will come back in about 5-10 business days. After reaching out to airbnb 5 times by telephone and numberous emails, a person from the non-trip department in the phillipines told me not to worry about these people and to kick them out as it was not my problem anymore.

E-mails are being replied once every 24 hours.

I am absolutely disgusted.

[Linda108]

Forgive me, @Anonymous if I am confused about your post.  The first part about the guest that stayed in the same apartment after you solved the gas leak problem is unrelated to the second part about the Air BNB cancellation, right?

Okay,  so the second guests had their reservation cancelled after they checked in and you were notified of the cancellation but do not know why there was a cancellation.  Even after Air BNB spoke with the guests 2 days later you do not know the reason for the cancellation?

If the guest did not cancel and you did not cancel  you believe Air BNB cancelled, right?  You are allowing them to stay with you because you feel obligated to do so and yet you haven't a clear idea of how you will be paid.  Sigh...very confusing.   If the reservation was cancelled and the listing available, the guest could re-book the space, pay up front then expect a refund for the original reservation.  Do you think that might work?

[Paul154]

Money talks, bull "crap" walks.

No money, no reservation. Don't matter whose fault it is, get them out.