Hello fellow hosts, please advise on what my recourse options are with this situation:
Airbnb contacts me today at noon with an email titled “Urgent - Airbnb Reservation Payment Issue” regarding an instant book reservation. Apparently they just figured out the day before guest arrival that their payment didn’t process correctly.
This was an instant book reservation that booked in early November so I’ve had my calendar blocked on these dates for almost a month and a half. (I have my cancellation policy set to “strict”, not sure that has any bearing on this situation).
In the meantime I received a booking confirmation email immediately after the booking and I kept receiving the usual reminders regarding the guests pending arrival so I naturally assumed I had a guest for those dates. I cleaned and prepared for the guest’s arrival tomorrow and then I get blindsided by this message.
Airbnb is my booking platform partner, I trust them to collect payment and notify when dates have been confirmed. That’s how this whole system is supposed to work. It’s unclear if this is related to instant bookings or if it could have happened with a regular booking too.
What is clear to me is that if Airbnb can get away with this, then hosts should have NO CONFIDENCE in their bookings until AFTER the guest checks-in!
It seems clear that this was a breakdown in Airbnb’s system for validating payment and confirming reservations. Is there a way to create pressure on Airbnb to actually do the right thing and compensate hosts for something that was clearly an error on their part? Is there an association for airbnb hosts? If not, I’d be happy to start one. Let me know if there’s interest.
Any guidance on how to remedy and/or prevent this would be great! Thanks everyone.