How do cancel bookings?

Sophie3236

For Superhosts I find really hard to keep up with the no cancellations rule in order to keep the SuperHost badge.

Sometimes I get a bad feeling from the guest once it’s been accepted, like scammers, Seth’s workers etc… and need to cancel. Or sometimes I just can host them anymore.

A way to keep the SuperHost badge is to Pass On the Booking to another host. I’ve created a WhatsApp group for when we can’t host guest anymore and other recommendations and support.

https://chat.whatsapp.com/GTGfokDas9qJ1LdwFErB2b

How do you keep your badge without being penalised when you need to cancel a booking?

Thanks,

Sophie

Sophie3236

If you "pass on" a guest to another host, you still have to cancel the reservation at your listing @Sophie3236 ?

Or are you asking the guest to stay at a different property, and they review their experience at the other property, but then that review goes to your profile?

If so, I would be quite worried - it may be a much quicker way to lose your Superhost status 😀

The other property may not be up to standard, the guest review may refer to irrelevant things, the guest is highly likely to complain about the differences between what was booked and what they received ... while also breaching Airbnb's terms and conditions and risking a ban of your listing.

I agree with you that a host shouldn't cancel a booking, so I think most of us simply honour confirmed bookings as far as possible (even when it may be difficult at times). I don't see any way around it, such as somehow "passing on" a guest to another host ...

Sophie3236

What you’d do is to say you’re sorry that you can’t host them anymore but you got them similar options or better. I usually try to find better options and try to convince the host to lower the price a bit to match mine.

Then the guest has to cancel the reservation you having to agree to waive any fees. All this must be contacting support at the same time. Support will check with you and the guest. Once the booking is cancelled the guest can book the new property. The new host will get the review as the guest is staying at their property

I hope it helps!

Sophie3236

I think it may be a problem @Sophie3236

A host may be responsible for a cancellation when it occurs because of conditions in the Listing that are grossly and materially different from how the Listing was described at the time of booking. In these cases, the host will be subject to the fees and other consequences laid out in this Policy, regardless of who initiates the cancellation. Examples may include: double-booking a Listing, substituting another property for the Listing booked by the guest, or gross Listing inaccuracies that materially disrupt a guest stay, like advertising a pool when no pool is available for use by guests.

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

Sophie3236

Hi @Sophie3236

I don’t think I’ve ever had to cancel a booking before or during a guest’s stay. Honestly, it’s hard to predict with certainty whether someone will violate your house rules most of the time you’re relying on how they communicate, the details of their booking, and any red flags in their inquiry.

That said, if a potential guest is already saying things like they plan to have visitors over for a party or exceed your allowed number of guests, that’s a clear sign. In that situation, I wouldn’t wait for it to become a problem I’d address it immediately. I’d politely remind them of the house rules (no parties, maximum guest count, etc.), and if they insist or seem unsure about complying, I’d involve Airbnb support right away to document everything and request a cancellation without penalties.

It’s really important that these rules are clearly written in your listing and house rules section so you have something to stand on if issues come up.