Guest accuses me of cancelling on her

[Celia-And-KJ0]

I have a home directly on a lake, and up until this year had direct lake access. The storms that we have received over the past year (as well as some nearby contruction) have eroded our shoreline, but it seemed repairable. The most recent storm washed away my steps, rendering my shoreline in a condition that I do not feel safe allowing my guests to use. My house, and the rest of the property have been intact. I have notified the guests of the changes and pointed out that there is still public access to the lake nearby. Most guests have been understanding and have kept their booking. One guest asked for a discount, which I offered her one. She declines the discount and says that she wishes to cancel her reservation. Instead of cancelling, she calls Airbnb saying that I am cancelling the reservation on her. I find this out when Airbnb calls me to verify that I am cancelling her reservation. I explain that I did not and actually just had Airbnb guests there this weekend. Still today I get an email from Airbnb that I must submit proof of the damages inorder to avoid cancellation penalites. What I don't understand is how am I responsible for cancellation penalties if I am still honoring bookings, as the house is still safe and usable?

[Sarah977]

@Celia-And-KJ0   I think the issue is that when your guests book, your listing indicates that there are steps down to the beach. It's like anything on our listings- if a listing advertised that there was a pool, but then it had to be closed down for maintenance, the guest may no longer want to keep their reservation. We have to provide what we advertise.

Of course the erosion isn't your fault and there's nothing you can do about it at this point. Advising your guests was the correct thing to do, and as there is still lake access, albeit from elsewhere, it appears that it's no big deal to your other guests. This one guest has chosen to make it a deal-breaker. 

So it is actually a host cancellation, as you can't provide what you say you do. That's why Airbnb is asking for some documentation of the issue. If they accept the documentation, then it will be a penalty-free cancellation for you, so you should do whatever possible to comply. 

I know it's ridiculous, but that's just how it is.

[Celia-And-KJ0]

I guess, that after the guest considered to stay if she was offered a discount, it almost seemed like it was more about the discount.  But I appreciate your response, and thank you. 

[Sarah977]

@Celia-And-KJ0  She may just have been looking for an excuse to cancel for a full refund, anyway. You never know.