Guest removed from Airbnb with cancel and refund

1

We got a booking last night that was awaiting payment, then he cancelled and successfully rebooked for confirmation. He seemed nice in the communications but all in spanish, which I could read or translate.

This morning I see he was removed from Airbnb and fully refunded. "We hope this message finds you well. Reservation for RE has been canceled in our system. This reservation was set to start on 2022-07-19.

Unfortunately, we’ve received quality assurance information regarding this guest and we’re no longer able to support them as a member of our Airbnb community. Your calendar should now be open for the affected dates.

We’ve also reached out to Re to let them know this is no longer an active reservation. We’ve refunded them in full and they are aware that we’ve let you know about this cancellation.

Please know that Airbnb would never attempt to act in a manner that would compromise you as a host, and situations like these are very rare. We truly apologize for any inconvenience this may have caused."

I could rebook him direct if I choose to.
Thoughts???

2

If I really needed the booking I’d contact him directly and see what he said. If he doesn’t speak English at all you might have a lot of work with having to greet him in person at the bottom of the hill, and doing the tour of the trailer.

If, however, it really did seem fine after an exchange of messages I’d probably go ahead in your case because you take direct bookings from strangers as it is. Just make sure he pays in full in advance using an app where you have the money before he arrives.

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3

I do speak some spanish and I could write my spiel and translate and read it passably upon their arrival.

I do not “really need” the booking, but it was nice to get that “solid booked up for a whole week” feeling, for once in many weeks

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4

Well, you never know with Airbnb, because I know this has happened to hosts and guests before and it seemed to be just some sort of glitch.

But personally, I would assume I dodged a bullet and not rebook him direct. Those messages normally are sent when the guest’s credit card is found to be compromised in some way, or they were reported by another host for trashing someone’s house, maybe they came up on a criminal record check, etc.

As we know, Airbnb prefers to coddle guests than to remove them, and is quite loathe to give up their service fees, so I would err on the side of caution.

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This guest has no reviews. 470$ booking. Thank you both for your wise input!

Maybe he was using a stolen card??? I can’t seem to find his stated name online but there are many with one letter from the end of the last name removed…

6

Maybe you’re futzing with this for nothing. Try to contact him and see if he even replies.

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7

I’d assume that I’d dodged a bullet and let it be. Airbnb isn’t quick to take people off the platform.

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UPDATE! HELP!
I just got off the phone from Air because guest is requesting to rebook!!! ( I have blocked those dates )

He got back on to the original thread that has my info on it.

Air says the issue with his account was resolved. It was due to multiple accounts on one email/ phone number. I grilled the CS about this: if only that reason, then why cancel, refund and “remove from community”

Now what… arghhhh

9

Have you had a convo with this guest yet? Ask him why he had multiple accounts with the same email and phone number. Of course he isn’t going to tell you that it’s because he got bad reviews and wanted to hide them, but hopefully you can get a sense of whether he is a risky prospect by his answers. Sometimes guests simply get confused, and end up opening more than one account because they can’t figure out the tech, or had a long time over the years between bookings and forgot their password, so just opened a new account.

The most pertinent question to ask CS would be whether any of those multiple accounts had bad ratings or reviews. They might not tell you, but even if they don’t, their refusal to share that would be back-up if he proves to be objectionable and needs to be kicked out. so I would ask CS that question via message, rather than phone call, so their answer (which you should screenshot lest it mysteriously disappear), informative or not, was documented.

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This guest I get the feeling is very polite, due to his notes, and would be a good guest. I’ve asked him if he’d like to come the following week, and if he or his partner speak any English.

J < I think you are right. I have not encountered these problems, although a few have awaited payment. That went through quickly this time before he was cancelled.

Thank you Muddy, I have asked that question of the CS in writing about bad reviews.