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.

[Phillip325]

I feel your pain. It happened to us yesterday. This was the second time, happened on June 23. I hate to tell you but Airbnb are not looking into this for you. Airbnb have washed their hands of this ongoing issue. They refuse to help, they refuse to do anything about it. They will give you the run around...ambassadors and Escalation team members. They will come back to you and only tell you. We have confirmed that on July 23 you listing were cancelled based on direction from the city. That is the extend of their investigation. They tell you...what have you told them when initiating the complaint.

Rightfully guests are very upset. Airbnb zero help. 
In totally over the 2 occasions we have had over 100 bookings cancelled.
80% of guests understand.
18% of guests asked for a reduced rate (often based on exchange rate)
2% of guests are furious and abusive.
See attached screen

 

[Chandra114]

Yes-I have experienced the same. Furious guests! And we are left to clean up AirBnB’s error. Honestly, tired of this. It’s time something is done as Airbnb continues to make money and hosts continue to lose booking and time when dealing with angry guests and reassuring understanding guests. I’m ready to tap out and find another platform. 

[Angelina216]

Hi @Phillip325 

I'm a reporter with CBC Toronto and working on a story about this issue. So sorry to hear about your experience. 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. 

[Tara751]

Hi all, this has happened to me today for the 2nd time. Last time this happened was in June.  I 24 hours into the problem and still trying to get it fixed.  All the information on my Toronto regulatory page was correct and had been saved.  It took 5 days for me to re-book everyone.  Now these same people have to do this all again??? 

[Phillip325]

Yes. 

[Gaylord2]

I had a reservation I made with a Toronto host a week ago mysteriously cancelled today, and when I got in touch with Airbnb to find out the reason, they were initially less than transparent. When I insisted on escalation, someone finally admitted that there was a technical problem that caused cancellations of Toronto bookings. Now I see it's a much bigger problem that is adversely affecting both hosts and guests. (I just rebooked the property a few minutes ago, with my fingers crossed that it doesn't get cancelled again.) I don't have anything else to say; just adding myself to this roll call of the exasperated.

[Phillip325]

Gaylord2 - this is the first time in all the input and response I have read, across multiple platforms where someone from airbnb admitting they are responsible. This is not at all what they are telling hundreds of Hosts. The assume no responsibility. 

Unfortunately these occurances hurt both hosts and guests. 

I am happy you found an ambassador who provide you that information.

Several of my guests were told by airbnb support staff that the reservation was cancelled for the highest safety. It was in the best interest of the guest. WTF!

[Chandra114]

I wonder if the media is aware of this? 

[Brandon682]

I think contacting the media could be a great way to make Airbnb see this is a problem that needs to be rectified.  

[Gaylord2]

@Phillip325 — I got that admission only because I pressed them and asked all the right questions and refused to accept their opaque answers. When I got a vague response, I insisted on more transparency and finally got it, to my admitted surprise.

I initially got that "cancelled for safety" non-answer and countered by asking specifically about whose safety was being protected. I'm not a lawyer, but as a longtime journalist I know how to get to the bottom of evasive answers.

[Chandra114]

Quick question-as a journalist? How do we let others know this is happening? 

[Gaylord2]

Never underestimate the power of social media. That's where the eyeballs are these days. 

[Kamran19]

I had this happen to me for the third time in 3 months today! I have everything updated address licence number and still the same result. Many angry guests and no help from air bnb. I can’t believe with the amount of complaints they are getting they refuse to look into this matter. Clearly it is a glitch in their system has nothing to do with the city. I had people straight out give up and go book hotels refuse to book air bnb again. I can’t believe they will not look into this.

[Chandra114]

Same here-guests giving up and booking with hotels. And honestly, I supported their decision 

[Phillip325]

....and this remember is hosted by Airbnb. Airbnb Community Center. They have not had one bit of interest in this chat group. No input.