Canceling a guest without affecting super host status

[Larry666]

I had a guest who booked a very important weekend, Coachella music Festival in Palm Springs, and I am a super host. My concern is that this guest booked in April of 2024 almost a year ago and I have documented my questions and needs from them including a short-term lease and copy of a driver's license all that the city requires. I have had no response whatsoever. This person is a realtor and very available to contact on LinkedIn and their website and I have tried to reach out through text message and email and message all to no avail. I have called Airbnb twice and tried to get them to cancel this if they could not reach them. Airbnb is not been able to reach them on two occasions and have decided that there's nothing I can do except wait. A year ago I had a moderate cancellation policy so he can basically cancel close to the date. I believe I have extenuating circumstances not just what I've described, but I'm also concerned that this person may be a menace to my home because of the lack of contact essentially zero. Can I get some advice on how to get Airbnb to cancel this for me so I don't have a super host status affected?

[Shelley159]

Hi @Larry666 

You can cancel up to 1% of bookings in a given period before you lose your Superhost status. But host cancellation may affect search results as well, so I agree with you it should be avoided as far as possible.

Rates will only go up for the dates around festival between now and April, won't they? Maybe you should be very patient - if the guest cancels close to the time, it may not be bad for you at all. 

[Larry666]

Thanks @Shelley159 . I am aware of that 1% which is a bummer and I didn't realize until you mentioned that that it could affect search results which is a bigger bummer. Do you think it makes any sense to go to Airbnb again and plead my case since there's absolutely no response to me or to Airbnb?

[Shelley159]

I haven't seen any posts in the Community Center where hosts have successfully argued against losing Superhost. The four criteria are very specific and quantified - I'd be surprised if one could appeal to customer support for a manual override. Maybe someone here knows more and can jump in.

[Helen3]

Is it in your house rules that guests need to sign a lease and provide ID?   @Larry666 if so you could ask them to cancel .

Presume you've already tried to reach the guest on their phone number.

[Larry666]

It's not my house rules it's the city of Palm Springs requires it. Since this note I reached out to Airbnb and they canceled it for me without any negative effect on my rating

thank you very much