Cancelation policy violated again

[Ernest771]

For the second time in 7 days my cancelation policy has been violated. A guest just booked and canceled with a full refund. Her excuse was my home isn’t close enough to an event. After waking me up at 4am with a long list of questions before booking. No contact from air bnb just an automatic refund. I tried to do the same thing days ago when I forgot to add an extra guest fee to a new listing.. someone booked and refused to pay extra fees.. air bnb threatened me with fines and restrictions if I cancel. This is completely out of order. 

[Shelley159]

Hi @Ernest771 

In the example where you were the one who wanted to cancel, it would've been recorded against your profile as a host cancellation, which counts against you in addition to the financial penalty. Even though you lost some money because you forgot to add an extra guest fee when you listed the place, it would usually be better to just go ahead with the booking and add it before the next guest books (as it sounds like you've done).

For the guest cancellation, you'd need to look at the date of booking, the date of cancellation and the policy chosen. You have multiple listings so it's hard for us to see, but you'd need to look at the name of the policy selected for that listing and then search the detailed wording of that policy on Airbnb to see how the guest was able to get money back. If you decide to choose a stricter policy in future, check the impact that it may have on that listing in search results. Also take a look at how the policies will change in October:

Cancellation policies for your home - Airbnb Help Center

I've seen your other post about a guest cancelling because they missed a flight and you couldn't accommodate them to check in one day later. If this is the same cancellation you're referring to, the policy may have been overridden by Airbnb:

Why your cancellation policy was overridden - Airbnb Help Center

[Ernest771]

Thanks for your reply, all my cancelation policy’s are strict. Therefore under no circumstances should my policy be overridden unless I am at fault. 

[Mike-And-Jane0]

@Ernest771 if the stay is more than 14 days away then the guest gets 48hrs to cancel for of charge irrespective of the cancellation policy. Is this what happened here?

[Mike-And-Jane0]

@Ernest771 when you advertise a price and a guest books you have formed a contract. You cannot then expect the guest to pay more just because you didn't set the listing up correctly. There is absolutely nothing out of order in this example except your behaviour.

[Ernest771]

Yes I completely agree.. I simply expect to be treated with the same strict rules as you have stated when it comes to my cancelation policy. I have no problem keeping the booking for the incorrect price. But on the flip side I am not treated with the same respect on air bnb when guest steal my keys, damage my property , miss check in by 24 hours with no notice.