Cancellation fees

[Eleanor253]

I was very upset when Prasad turned up at my doorstep to say he was booked in

i said that can’t be right on the calendar it is booked out how can a mistake like this be made he said he had booked an hour beforehand- please refund the amount u have taken as I hadn’t agreed to have him come why would  I it was already booked out!

[Eleanor253]

I would like a reply to my complaint on Prasad turning up at my doorstep unannounced! My studio wax already booked out on the calendar how can Airbnb make a mistake like this? Please refund monies u have deducted 

Elly (Eleanor Pearce)

[Eleanor253]

Hi Elisa

my calendar was marked booked with clients photo but I still had a gentleman turn up unannounced who had booked  1 hour beforehand how can this happen and to add you have now deducted from my account a cancellation fee - please get this refunded

Eleanor Pearce

[Helen3]

Were both bookings through Airbnb @Eleanor253 

If so you can show Airbnb customer services that they allowed a double booking and that it was their error .

[Eleanor253]

Thank you how do I do that? Please

[Joan2709]

@Eleanor253 

It looks like you have two listings that are active? Did you mean to list the same property twice? This could be why this happened.

[Eleanor253]

I don’t know how that happed it could be why thank you

[Joan2709]

@Eleanor253 

You'll have to check BOTH calendars and unlist the one with no bookings. Also, probably need to contact CS, so they don't flag you as having a "duplicate listing".

Since it appears you accidentally setup two listings, doubtful Airbnb will remove the cancellation penalty and refund the booking amount to you, but you can always ask.  

[Eleanor253]

No I didn’t mean to how do I delete one please

[Joan2709]

@Eleanor253 

Please contact Airbnb CS FIRST

Explain what happened. You won't be able to delete a listing if it has bookings, but who knows these days with all the Airbnb bugs. Unfortunately, it looks like you have bookings on BOTH listings.

1) I would turn OFF Instant Book on both listings immediately

2) Then unlist one of them to prevent guests from seeing it and trying to book it 

Double check both calendars and see if you have future double bookings. The sooner you cancel any future double bookings the less the cancellation penalty will be. 

Unfortunately, this is not a good start for the listing as you will have cancellations on your profile and those affect your search rank. 

[Elisa]

Hi @Eleanor253 😊, 

Thank you for letting me know about your situation, I just sent you a DM to better help you!

I also wanted to highlight that Joan’s advice seems very relevant to your situation. Have you had a chance to contact customer support about this?

If you’d like to unlist the duplicate listing, you can refer to this article 👉 Unlist or remove your home listing. But as Joan mentioned, it’s best to reach out directly to customer support for guidance.

Warm regards 🌻,

[Patricia2526]

Hi @Eleanor253 

Could you please provide more context? It sounds like a guest arrived at your property, but it was already booked by someone else. Was the new booking made through the same platform, or are you also listed on other platforms?

If you’re listed on multiple sites, have you synced your calendars to avoid double bookings? It’s important to check if your iCal links are properly set up and updating in real time. Also, did you receive any confirmation from the platform about the overlapping reservation? These details can help figure out whether it was a system error or a manual oversight.

[Eleanor253]

Thank you Patricia it happened because somehow it was listed twice so have now deleted  the duplicate  

Eleanor