Host refusing to cancel our booking

[Matt7606]

We booked a place in Birmingham, UK at the start of February for 18-20 July. On 10th July, the host called me and said she had "double booked" and to book somewhere else. This was after the payment was sent. We sourced our own alternative accommodation for 18-19 July. The host is refusing to cancel the booking, which the Airbnb terms says the host must do.

She said I should cancel the booking for a full refund. I am outraged that we were only advised of this after she received payment, so soon to the booking date and is not returning messages. Any advice welcome! AirBnB are not answering calls and have already marked one case has closed. 

[Elaine701]

@Matt7606 

Hosts only receive payment after the guest arrives.

The reason for asking you to cancel is that you will get a full refund with no penalties. Everybody happy. 

If the host cancels, they will be penalised both monetarily and in ratings. 

So, that's most likely what that was all about. No ripoff intended. 

[Helen3]

I don't agree @Elaine701 if the guest cancels they will at least lose the Airbnb fee and may lose more depending on the cancellation policy.

the host is being outrageous - they have doubled booked it's their responsibility to cancel.

[Elaine701]

@Helen3 

Oh, not sure about that. One thing I am sure about is that the host WILL suffer penalties. Airbnb charges good money for cancellations. And hosts will take a hit in ratings. You can lose superhost too.

On the other hand, if the cancellation policy is within the free cancellation period, then the guest gets it all back - especially if they're booking another accommodation on Airbnb.

But I will agree that in this case, the host got double booked somehow, and it is the host's responsibility. No diverting from that. But the host could have explained and given the guest some confidence, even perhaps offering to cover any losses for the guest.

It happens. I had a number of double bookings from VRBO when their calendar sync malfunctioned (apparently a common thing with VRBO) but I always cancelled the VRBO booking because I'd get socked pretty hard by Airbnb for it (also got penalised by VRBO too, but not monetarily, just in ratings). But I quit listing on VRBO years ago. Too many problems.

[Helen3]

Reply back to the host and confirm on Airbnb as she has double booked and can no longer host you it's her responsibility to cancel the booking not yours . @Matt7606 

Make sure you keep all communication on Airbnb so there is a record .

you may need to call Airbnb again .

[Matt7606]

Thanks for this. I've been in contact with Airbnb and sent them the WhatsApp images of the messages she sent me. Never replied to messages on the Airbnb messages, nor picked up the phone. 

On Thursday, she said book somewhere else. We did. On Friday, she sent me a message on WhatsApp saying she had another property we could book.