Hello, I have been a partner with airbnb as a host since 2016 and as a guest for 20 years. I have several properties and repeatedly experience an unfortunate display from airbnb staff. We have stated in our listings that guests will be meeting our staff at a different address than the listed address (around 1 block away) as a meet up location only, and then guest would be escorted onto the actual property. On a recent check in date, we reached out to our 4 night stay guest multiple times with no response. The reservation remained active and on day 3 airbnb all of a sudden cancels the reservation as a host cancellation. We had no idea what was going on. Once we contacted airbnb, they advised us that guest complained about the address we provided them as wrong and they gave guest 100% refund under aircover policy. The guest did not read our ad or messages explaining how our process works. The reason we have our guests meet at a different address is because actual address is a busy street which can be dangerous, and not convenient as a meetup location with a guest who has a vehicle, etc. The meetup location itself is a much better starting point for our staff to guide guests onto the property since garage entrance, etc is behind building, we have done this with over 100 guests. We feel this cancellation is a violation of our partnership with airbnb since they took no initiative to contact us and get our perspective before cancelling this $3,000+ reservation outright. And on top of that, they allowed the reservation to stay valid for 3 days before cancelling during an extremely busy week where we could have replaced this guest. This is not the first time airbnb has done this, it has happened on several occasions in the past and this is the first time we are bringing this topic to the community in hopes that something can be done. Has anyone else experienced this type of situation?
