Guest Refunded £1000 After False Claim by Airbnb – Host Rights Ignored

[Ira5371]

I’m a junior host in the UK and am shocked by how Airbnb handled a recent cancellation that cost me £1000.

A guest cancelled a confirmed booking, then rebooked the same dates. I never agreed to waive the cancellation fee, and neither did my co-host. However, Airbnb claimed my co-host waived the fee—which is completely untrue. We have written proof that no such agreement was made.

Despite repeated attempts to clarify and escalate, Airbnb support went silent and refused to provide any escalation contact or appeal process

As hosts, we are bound by strict cancellation terms—yet Airbnb seems to override them whenever they choose, without consent. This is unacceptable and undermines host trust.

Has anyone else experienced this? And does anyone have success getting actual escalation support when Airbnb makes a serious error like this?

[Shelley159]

Hi @Ira5371 

Can you explain what you mean that the guest re-booked the same dates? Then there was no actual loss, or are you saying that they re-booked at a lower rate?

[Marie8425]

@Shelley159 @Ira5371 

I don't know, but if the Guest rebooked the same day as the cancellation and the Host accepts the rebook.  Is acceptance of the rebook by your cohost what Airbnb says is a waiver of your cancellation fee?

[Ira5371]

No it is not and they are not saying that. They are saying we accepted it and actually quoting what I said but when I ask for proof they close the case. I wouldn’t have accepted the rebooking if I knew this would happen as guest very easily can cancel and bail the cancellation fee! It’s like Airbnb helped the guest to cheat their own policies

[Ira5371]

They rebooked with the help of Airbnb and then cancelled within 24 hours. Airbnb is saying ky co-host waved the fees of the first cancellation and actually quoting what he said. We never spoke or texted with Airbnb about this. It was all done between the guest and Airbnb in Korea. I accepted the rebooking as I felt bad for her, I told her I would refund her if anyone else books and follows through for that period of time

[Marie8425]

@Ira5371 

I am just guessing because sadly I have found there's an answer but Support doesn't just tell me.  Not a negative on you but not happening to a large group of Host usually says I missed some small rule that I hardly have to deal with normally.

You mention Korea, I have seen remarks about S Korea having laws about cancellation fees.

When your cancellation policy may be overridden for a guest refund

Your cancellation policy may be overridden in certain situations, and your guest may be able to cancel for a refund. Find out more about when your cancellation policy may be overridden.

Special cases in which a different cancellation policy may apply

• different cancellation policies apply for all stays in Italy
• Different cancellation policies apply for South Korean guests staying at places with Strict cancellation policies
• Learn more about   cancellation policies in Germany
• There is a 24-hour free cancellation period for reservations in California

[Ira5371]

This is interesting to know. Anyhow they are not saying that this was overridden because the guest is in Korea, they say we accepted to wave the cancellation fee which is completely not true. This is very concerning that somebody lied like that and put it in their system. I am quite upset by this to be honest as I was trying to help the guest by informing her about my cancellation fee and accepting her rebooking. Feels like being kind is re-payed with being scammed  

[Helen3]

I would speak to your cohost about this as part of what you pay them for is their expertise around the Airbnb platform. 

it's not clear  from your post what actually happened 

you say the guest booked and then cancelled 

why did they cancel and why did they rebook

what was your response when they tried to book for a second time ?

why are you out £1000 if the guest rebooked ?  

[Ira5371]

The guest booked two months ago and then canceled a week ago without discussing anything with me. She cancelled and then realised I had a no refund policy and said can you reverse my cancellation. I said please talk to Airbnb as I can’t do anything. Airbnb then sent a request for a new booking for the same dates and I accepted. Guest cancelled the second booking within 24 hours. I never agreed to wave the cancellation fee for the first booking but they are claiming my co-host did

[Helen3]

 @Ira5371 

1. the guest would have known when they went to cancel the first booking whether they were liable for cancellation fees 

2. if airbnb want hosts to voluntarily refund guests outside of your cancellation policy they have to send you a request in writing and then your cohost would have to agree to voluntarily refund outside of the cancellation fee 

ask Airbnb to show you a screenshot showing the cohost accepting a voluntary refund outside of your cancellation policy. 

as has already been mentioned there are different regulations that apply to guests in Korea which might override this so have a look 

why did the guests book again and then cancel for the second time? 

I am a little confused as to why your co  host isn't handling this? 

[Ira5371]

I think the guest did this to get out of the cancellation fee. I have been asking several times for proof. They just send a message saying as per our records but they are confidential we can’t show you and close the conversation. My co-host has asked the same and they say they will get back to him but they don’t. This is all very dodgy and ai don’t know how to escalate

[Ira5371]

 

[Ira5371]

They are even trying to gaslight us into misscoummunication between each other. This is unbelievable 

[Helen3]

I would ask your cohost to follow up with them again and ask them to show him evidence that he agreed the cancellation surely they can't say to him it's confidential. @Ira5371 

[Ira5371]

They re not responding to him. When he calls them they say they need time to investigate and than they just say the second booking was canceled by guest herself and not them but they don’t mention the first cancellation. Is there any email or any way I can escalate this?