New host communication

[Caroline1552]

Hi  everyone!

 I’m new hire and I received my first booking ! The guest contacted me via app two days ago with a question and then booked, but today she contacted me directly on iPhone saying her Airbnb account has been locked and to communicate directly by mobile. I said is recommended to exchange all in the app and she said she sent a message to Airbnb to solve it... I cannot access anymore to her details in the app.... can you help with a recommendation? Should I cancel the booking?

thanks!!!!

[Rowena29]

Don't cancel @Caroline1552  you'll be penalised.

Ring Cs re this - they will advise and if necessary help you to cancel which shouldn't  incur any penalties for you

[Helen3]

How was the guest able to contact you via What's App if they hadn't made a booking @Caroline1552 ??

Please have a look at Airbnb Help under host cancellations, you will be penalised for cancelling a guests booking unless they break your house rules. Airbnb Help is also good for all the basics around running your Airbnb you so have a look

Give Airbnb customer services a call and tell them that your guest is contacting you outside of Airbnb and says their account is locked. Can they confirm whether it is a legitimate booking.