Host Cancellations

[Johanna-Katharina0]

Dear fellow Hosts & Airbnb Owners,

we're relatively new hosts and never had to cancel a guests stay until now.

A window glass broke inside the apartment and needs repair asap, so that we'll have to cancel a booking for next week. This is, of course, super unfortunate for the guest. I am seeing that airbnb wants us to pay a fine and am wondering, is this on top of not being paud for the stay, or conducted from the total so we basically just end up with $0.

Has anyone been in a similar situation or knows how to deal with cancellations? 

Thank you for your ideas and input!🙏🏼

Sending love,

Johanna

hosting in Vienna, Austria

[Joelle43 · Accepted solution]

Hello @Johanna-Katharina0 

I'm including below Airbnb's host cancellation policy below so that you know exactly what you're up against.  Having said this, I would contact Customer service to see if they will cancel on your behalf with NO penalties for you as a host because you have VALID reasons.  Don't do anything until you have contacted them. Click on this part in the link included:

https://www.airbnb.co.uk/help/article/990

Host cancelling on guests is a big thing for Airbnb and it affects you in many hosts - fine, blocked nights, Super Host eligibility and a drop in search results.

Good luck and come back to let us know if customer support were supportive...

Joëlle

[Johanna-Katharina0]

Thank you Joelle!

I will try contacting and see what happens and let you know!

[Elisa]

Hi @Johanna-Katharina0 😊, 

Thank you for asking for advice here.

Have you been able to contact Customer Support?

Do you have any update regarding this situation?