I found this forum and really hope I can get some guidance here since I don´t know what to do with this matter.
Yesterday evening I got a booking from two girls requesting a 2 night stay at 7.30pm
at 7.50pm the booking was cancelled by them
at 8.10pm they write and say that they randomly cancelled the booking( I guess this is meant as like, by mistake). They asked if it still was possible to come. They where just boarding the plane.
I saw the message at 10 pm. Told them that I can welcome them and that we can sort the booking with Airbnb afterwards.
This after confirming that Airbnb had registered my payout since the cancellation policy clearly states that a cancellation the same day, can´t be refunded.
The guests arrived late at the airport and had problems getting to the accommodation. I was up all night sending them different options to get to the apartment. At 3.30am they said they where going to sleep in the airport and come in the morning. Since I was afraid of oversleeping and I didn´t know exactly when they were going to arrive, I didn´t sleep. Instead, I was awake trying to contact Airbnb to solve the booking.
I was on hold for 1.5hours waiting to speak to a staff member of Airbnb. Finally, they answered, they asked me to hold for 2min while they checked my case, but instead of coming back to me, I was disconnected. I tried to call again but was put on a phone line instead.
Simultaneously I had written a mail to Airbnb Customer Support so I just continued sending them a second mail.
At 8 am in the morning my guests arrived and I ran to the store to buy them some breakfast.
I welcomed them and they checked in to the room to sleep immediately.
I received a mail from Airbnb saying that the following;
There was a technical error with reservation XXXX. As a result, we have canceled the reservation. We have also notified the guest, who may choose to rebook the reservation. We apologize for any inconvenience.
Airbnb later contacted me saying that the booking was cancelled by them due to a fake promotion code used, that is not valid.
The guest said it was valid but since they were not going to receive a refund for this, they did not want to make another booking.
I went back to the apartment to clear out things with the guest but when I arrived they already left. They slept, ate the breakfast, and then just left with their belongings.
WHAT CAN I DO ABOUT THIS?
The cancellation policies clearly state that a booking cancelled the same day, can´t be refunded.
I don´t know if it was a technical error from Airbnb or a fake promotion code used by the guests, but I as a host shouldn´t end up in the middle. I haven´t slept all night, arranged the accommodation and breakfast, spent the whole day trying to solve the issue and now I am left without nothing. How can this be?
HAS SOMEONE A SIMILAR EXPERIENCE? How did you solve it?