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I have a reservation for 3 weeks ahead that I need to cancel due to a family emergency. Before I notify the guest, I wanted to check here. I realize this is my fault and have questions about canceling: I’m guessing it will negatively affect my rating. Should I call airbnb and see if they can help resolve this given that this is something that showed up unexpectedly? Also, how badly does a cancellation affect your ratings? ( this will be the first time I’ve canceled and I have superhost status so far)
fyi: this was not an instant-book reservation and my cancellation policy is moderate.
If it matches one of those circumstances. Or even if ti doesn’t really, call Airbnb! I have had good luck when that happned to me and I had to cancel a booking. Or if that doesn’t work you could message the guests and explain the situation and see if they will cancel the booking.
thanks for your replies. I will call airbnb. One question in the meanwhile: if I request the guest to cancel the booking, will they pay any service fees given that they’re canceling outside the moderate cancellation policy window? I will offer them a full refund, obviously, and also make a special offer for a free future stay (if they want to), but would like to make sure I understand the terms correctly, so I can tell them something like “you will get all your money back, if you cancel, including airbnb service fees…”
Any idea how to get the guest to initiate the cancellation so I’m not charged with the penalties etc? The guest kindly agreed to cancel the request from their side. I got a request saying “Cancellation pending: John requests that you cancel”. When I click on ‘cancel reservation’, I get the note saying that I will be getting all the penalties etc. I thought there was a way that a guest could cancel w/o the host getting impacted by the penalties?