Today, they cancelled most of my reservations including one who was about to board a plane in Alaska for arrival tomorrow. They wrote these guests to the effect that the host has cancelled your reservation and offered refunds. Also posted about eight messages on my review page that host had cancelled reservation. Also, posted fines of $500 to our account.
I phoned CS following an email from a guest asking why I had cancelled, and had a good 1/2 hr on hold and rep apologized for delay, saying they had an unusual volume of calls. I explained what happened and he said it was a glitch in the system and they are working on it. I asked if this was a reprisal because I had complained the day before about them blocking calendar for pending payment bookings, and he told me it was not, and that there were a lot of people with the same problem and that they were in process of contacting all affected people. While I was talking to him I had another message from Airbnb telling me my account was cancelled but no mention that all reservations had been cancelled. At the bottom was a button marked reinstate my account. I read this to the rep and he told me not to respond to that as he would take care of it as it was a glitch.
About 2 hrs later I had a message from an account manager informing me that I had not agreed to new terms and conditions when I was on their website earlier. This was absolute BS as I had indeed gone to airbnb site in order to message guest with arrival info but for some reason I reached the travel page asking where i wanted to stay. I clicked onto the logo to look for hosting but a message came up stating there has been an error and page froze. I then exited and logged on with another browser as I had been having problems with a blank screen for the last few days. This seemed to work but the next thing I knew was a an email from a guest saying “OMG why have you cancelled me”. It was at that point I called the first CS.
For the past six hours I have been contacting those guests thru Airb webmail informing them that I never cancelled and that i would honor their reservation. Only two of these had been contacted by Airbnb with a re booking offer. Some of the others I think I have saved but others booked elsewhere.
Airbnb’s case manger is inferring that it is my fault as I they allege that I had not agreed to Airbnb new terms. Whatever they were, I had not read them so had not disagreed. I had agreed when I joined so would probably have agreed to whatever was new. I don’t recall getting an email from them with the terms but it was possible I missed it in which case they should have phoned/emailed telling me if I did not agree that all my bookings would be cancelled. I feel that at least 24 hrs notice should have been given me. At the time I went to the site I was in a hurry to message guest among lots of other things and obviously did not read the site as I wanted hosting section.
This is very unfair not only to myself as host but to all the guests. Also by putting out a statement in my reviews that I had cancelled the booking, along with emailing guests, that is a complete lie, but who are the guests going to believe, a multi billion co or a host like ourselves.
If it was a glitch, as I was told, then they should notify guests of the truth, and compensate us for the lost income which here is a very short season.