Covid 19 Host cancellation penalties

[Angie321]

 I canceled a reservation with an Airbnb’s posted COVID-19 extenuating circumstances parameters.

Since then, I’ve received several messages from customer service stating that my super host status is in jeopardy on the April 1 renewal date and generally chastising me for canceling.  (I’m sure this is the canned cancellation response it’s been in place forever.)  The single cancellation significantly dropped my cancellation rate percentage as i’ve been running for less than a year with a single guest suite so don’t yet have 100 reservations.

Has anyone else experienced what seems to be a clear violation of their own policy on this issue?

[Sarah977]

@Angie321  Another host here reported the same thing happening to her. She phoned and while she couldn't get through at all for a awhile and then ended up holding for a couple of hours (they are swamped right now) she did eventually speak to someone who reversed the penalties.

[Angie321]

I’ve reached out online in a couple of ways and have been told I’ll hear back within 24 hrs.  If that doesn’t happen, I’ll suck it up and be on hold for several hours. Thank you!

[Sandra126 · Accepted solution]

That was me, @Angie321 @Sarah977 , rest assured, it can and will be fixed but not easily. You will need to persist as it will be easier to prevent the fines etc than to try to get it back later. I think there is something wrong with the system, and not surprisingly.

[Angie321]

Thank you so much for your encouragement, @Sandra126 ... it’s appreciated!