Hi all,
Hope you can help me understand this.
My guests arrived today for 2 nights but it turns out that there was no hot water. It just happened today and we're not sure it can be fixed tomorrow, so I offered them to be relocated (with a full refund from me) and contacted Airbnb to ask them to find another accommodation. This was resolved 3 hours later and the guests left for another accommodation. But I see that my message thread with that guest shows $0 and "cancelled by you". Firstly Airbnb never got back to me to advise me of any of that. Of course it's not the guest who initiated the relocation, but I was just trying to do the right thing mainly for the poor guests. I could have just left them there and refunded them something. So do I incur the cancellation penalty and no SH status eligibilty for a year (not that it has brought me more business anyway)? If so I'd like to make a complaint of course but has any of you been in a similar situation and how did it get resolved?
Thanks for your insight and advice on this.
