Guest needed to reschedule and airbnb can’t even do it?

[Tami1]

We are having a pool problem and the guest who should have checked in today wanted to reschedule when the pool is fixed in august.  Airbnb super-host support walked me through rescheduling her on the phone but I couldn’t do it so they took over.  It’s been 2 days and they can’t reschedule her either!!??  My calendar is open the days she wanted to switch too.  Support said it’s a glitch and they transferred it to tech support.  It’s been 2 days and the support person I spoke with on the phone today said if it doesn’t get changed by tmr (her check out date) then they can’t change it at all.  Really? Wow, I am truly floored!  Anyone else had this happen? 

[Joan2709]

Hi Tami!

I believe this would be an trip alteration request/reservation modification. I've done a few, but it's been awhile. Take a look at the help article below and it will walk you thru it. Basically, you go into the reservation details for the guest. Scroll all the way to the bottom to "Support/change reservation". Change the dates and and then the alteration request will be sent to the guest to accept via Airbnb message. Be sure the price and other details you have agreed to are correct on the dates you are changing to. Scroll a little further and below the "Support" section is "Common Questions" and it takes you to the same help article below:

Modifying a reservation as a Host

https://www.airbnb.com/help/article/50

Hope this helps! Let us know if it worked!

Here 

[Tami1]

Thank you Joan, I tried this already.  My calendar is not allowing any bookings in on the days she wants in August even though they're open.  The super-host support people, all 3 that I have spoken with, can't alter or book this new date either.  

[Joan2709]

Hi Again!

Hmmm...😊ok...thought I would start with the obvious 😊. Are you using the new release software? That might be part of the problem. The clue is that the dates "appear" open on your calendar. However, if you had restrictions on the old software, they won't necessarily appear on the new calendar and are "stuck" on your previous settings.

Do you see any restrictions on the dates in August when you click on them? It will show in the right hand panel?  Do you have a minimum stay set (or any other limitations) on the dates your are trying to re-book to? If you have a minimum stay set and the new reservation dates aren't within those settings, it will prevent the modification from going through. What are the number of days in the reservation?

Do you have Pro Tools turned on? If so, you can create a rule set for the dates you are trying to re-book and allow it to override any previous settings. 

If you like, you can PM me and I can help further. A screen shot of your calendar showing the dates you are trying to re-book to would help. I would hate to see you lose out on getting this done. It really is frustrating I'm sure! 

[Tami1 · Accepted solution]

No I am not using the new “tools “ but tech support discovered I’d changed my listing to allow only one dog and this guest  has 2.  Whee!  I was beyond frustrated!  So happy they figured it out! 

[Joan2709]

Yesssss!!!!  So glad it worked!!! Good lesson learned for me if I ever have to do this. 😊

[Mike-And-Jane0]

@Tami1 I suspect the booking can't be changed as it has already started. Can the guest just book the new dates and then cancel the old? If so, and they trust you, they can then get a refund for the original booking.

[Tami1]

The trip had not started when I asked her if she wanted to alter it. 

[Joan2709]

Hi @Tami1 !

Think @Mike-And-Jane0  are right...and offer a good option if you can't get this done today. If a guest starts a trip they can extend it, but not change their dates to totally different ones. 🤔

How to change a reservation during a trip (Guest Requests)

https://www.airbnb.com/help/article/1363

Extend A Special Offer

You could also extend a special offer to them for the new dates and they could accept that. Then they could cxl the exisiting trip. This way they know they are guaranteed the new dates and will be ok with canceling the exisiting trip. Be sure to turn off Instant Book while you are getting this done, so no one else can book the dates. Be sure the special offer includes any cleaning fee/other fees you would normally charge. When guest is ready, I believe you may have to turn instant book back on when they are ready and they need to accept right away. Good idea to document your plan in a message on the platform.

How to extend a special offer:

https://www.airbnb.com/help/article/35

Hope you can get this worked out!