Airbnb keeps canceling our guests bookings!!!!

[Blair110]

I am writing for my wife who is  a super host in Toronto for many years now. Her nerves are shot and cannot take any more.

5 days ago ALL of our bookings in one of the two bedrooms we host in our family home were cancelled by Airbnb.

When questioned she was told there was a problem with the city of Toronto registration. We  immediately contacted the city and we’re  told there is absolutely no problem with our registration as far as the city is concerned.

After 2 days of back and forth communication with all of her guests most of them were able to rebook.

Now after just one day,  she was horrified to find the exact same thing has happened to all of her guests bookings again!

We have been on the phone to airbnb host support a half dozen times now and keep getting the run around blaming the city and the city say not them. Every time we are told it will need to be escalated to an ambassador to get back to us. Like I said it has been 5 days now and we have yet to hear back from any ambassador from airbnb.

[Catherine3628]

Please also forward my issue. I responded to @Nar3055  My issue is highly time-sensitive as I had guests coming in day after tomorrow and for the the weekend, both for the Taylor Swift concert, so they are telling me it's almost impossible to find other accommodations due to large amount of people coming to Toronto for this. My registration is approved by Toronto, and Airbnb has my listing status as "Pending" while also keeping my listing up as a long term rental. I've heard that the problem with this is that the City won't or can't approve a listing on Airbnb if listed as long-term, but I am unable to change the listing to short-term because Airbnb is waiting for approval. I urgently need help with this so I don't leave these young women without a place to stay.

Catherine

[Anthony848]

The issue is with the City. I had the very same problem; my license was approved and after updating it on the  Airbnb platform it went into a holding pattern waiting for the city to acknowledge the update. Regrettably they (City) are not transparent about this part of the process and connecting with anybody in the backend that handles the update process is next to impossible. You can try to contact the STR office but I just got the runaround and had to wait two weeks before I could short term rent. Hope it works out for you!

[Blair110]

Nearly 24 hours now and still no phone call from the Ambassador of Airbnb.

Our listing is now unlisted and cannot be activated .

I phoned Airbnb superhost support, I asked if it was OK if I recorded the conversation and was told NO and immediately hung up on.

Our phone number is now blocked and tje systems seems to hang  up whenever we attempt to call AIrBnB

[Blair110]

We received a message and phone call from AirBnB confirming that our registration is indeed valid.

We have been assured that staff from Airbnb will be reaching out to all of lost bookings and take care of the rebooking process.

Fingers crossed…

[Blair110]

Update for anyone following that may be in the same boat.

it is now Sunday evening we have not had any correspondence from AirBnb since we last spoke to them on Friday, 

Our listing has been activated earlier today and we are now being flooded with requests for new bookings.  It appears all of the guests that previously booked will once again get the shaft from AirBnB and will be left feeling duped by a fraudulent host. 

[Anthony848]

We are SuperHosts in Toronto in our 5th year of hosting. On Friday, Airbnb without notice, cancelled all our reservations moving forward. Countless guests (some due to arrive in days from Europe,etc) we’re left  panicked. We were left panicked. Airbnb support non existent. The only thing they said was to contact the City of Toronto on Monday to resolve an issue with our licence. Today we contacted the City only to find out there is no problem with our licence except a slight mismatch of letter in our suite number. Therefore the Airbnb system handled that by canceling all our reservations. This could have been avoided by simply reaching out to us to clarify. We were left holding the bag. Guests were not happy, we lost bookings and Airbnb didn’t lose a dime as the guests rebooked at higher rates on their platform.  

[Helen3]

In your situation @Blair110 @Nar3055 @@I would contact Airbnb publicly on all their social media and contact your local media to alert them to how Airbnb is putting hosts livelihood at risk if this doesn't get resolved 

[Blair110]

I feel that is a bit extreme at this point. After all my wife has been a super host for over 6 years now and this is really the only problem we have had that was not resolved with a quick phone call.

It’s frustrating for the host and once fixed new bookings roll in quickly as there is now a shortage  of affordable short rentals in Toronto.

Guests on the other hand are getting the short end of the stick  as they loose the booking and have to find an alternative sub-optimal place at a new price.

[Angelina216]

Hi @Blair110 

I'm a reporter with CBC Toronto working on a story about this. I'm hoping to speak with you -- can you please email me? **

Thanks!
Angelina

**[Contact details removed - Community Center Guidelines] - Please note that it is not allowed to advertise or share contact details on the Community Center. 

[Nar3055]

Another day - June 1st, 2022. We have note received a 4th batch of auto-cancellations by Airbnb. Several support ambassadors looking at this and none could help and all confirming that everything looks good to them.

Airbnb blames that the City of Toronto issues " notice of removal". City claims that the registration is valid and in good standing and do not issue any cancellation notices whatsover.  If city needs to investigate the host, they reach out to the host directly, and neve instruct Airbnb to cancel anyones' bookings

Airbnb, please fix your algorithm to check only the city registration numbers as it impacts hundreds of guests and hosts in the City of Toronto. 

[Brent304]

I’m one of the guests on the short end of the stick as my booking was cancelled without my host’s knowledge. He manually made some changes to allow me to rebook which I appreciated but when trying to rebook the original dates are now not all available. Two weeks away from our trip and now no place to stay upon arrival. 

[Angelina216]

Hi @Brent304 

I'm a reporter with CBC News in Toronto and looking into these cancellations. I'm looking to speak with guests who were affected. Hopefully you were able to find accommodations. Either way,  can you please contact me? Thanks! **
Angelina

**[Contact details removed - Community Center Guidelines] - Please note that it is not allowed to advertise or share contact details on the Community Center. 

[Peter3450]

My host's booking was allegedly cancelled as well and rebooking is now only available at a higher rate.

[Sandra4958]

I have booked twice in Toronto for two night in July and both got cancelled.  I'm going to a hotel!

[Chandra114]

I don't blame you! As a host - it is frustrating beyond words, and I feel bad for the guests! As hosts, and superhosts, we are out thousands from lost bookings, and AirBnB seems to evade responsibility! NO accountability! It might be time to consider other options!