Airbnb is a platform for the millions of people around the world looking to find temporary accommodation or offer it to others. Lately, though, many of its users have been facing problems with canceling—by hosts and the platform itself.
Main Complaints
The main complaints that are often encountered on forums and social media concern the following situations:
- Airbnb cancelled my reservation: The user discovers the cancellation without prior notice or explanation.
- Why was my Airbnb reservation cancelled: Many face situations where the reason for the cancellation is unclear.
- Airbnb host cancelled my reservation: Hosts cancel bookings at the last moment, putting guests in a difficult position.
- Airbnb cancelled my reservation background check: Booking is canceled after the platform conducts a background check on the guest.
- Airbnb cancelled my reservation not host: The reservation is canceled by the platform itself, not the host.
Problem canceling Airbnb Scale
For a better understanding of the problem, 10% of all bookings from the platform face some problems associated with cancellation. It leads to the loss of time and money for users, stress and inconvenience while searching for new accommodation, especially if the cancellation happened at the last moment.
Airbnb Booking Cancellation Statistics
For a better understanding of the problem of booking cancellations on Airbnb, let’s look at the statistics of the most common reasons for cancellations. According to user surveys and reviews on various forums, the following reasons can be highlighted:
| Cancellation Reason | Frequency |
| Airbnb host cancelled my reservation | 40% |
| Airbnb cancelled my reservation not host | 20% |
| Airbnb cancelled my reservation background check | 15% |
| Airbnb cancelled my reservation last minute | 10% |
| Other Reasons | 15% |
Key Findings:
Host Cancellations:
The most common reason for cancellation, accounting for about 40% of all cases. Many hosts may cancel a booking in the event of double bookings, unforeseen circumstances, or the guest not adhering to house rules.
Platform Cancellations:
Approximately 20% of bookings are canceled by the platform itself. This happens due to Airbnb’s service violations, fraud suspicions, or other security-related reasons.
User Background Check:
Background and security checks lead to the cancellation of about 15% of bookings. The platform may identify issues when verifying identification or credit history, ultimately resulting in booking cancellation.
Last-Minute Cancellations:
Last-minute cancellations occur in 10% of cases and cause the most stress to users, as they are left with minimal time to find alternative accommodation.
Statistical Conclusions:
- The issue of booking cancellations on Airbnb is quite widespread.
- Most cancellations occur due to actions by hosts and the platform itself, which may be a result of inadequate control or security policies.
Reasons for Airbnb Booking Cancellations
Understanding the main reasons for Airbnb booking cancellations will help users solve problems more effectively and prevent them in the future. Let’s consider each of the main reasons in more detail.
Cancellation Due to Background Check
Airbnb conducts a thorough background check of each guest to ensure the safety of all platform participants. This check may include:
- Checking credit history and financial reputation.
- Verifying data in government and commercial databases.
- Reviewing booking history and reviews on the platform.
If suspicious or negative factors are identified during the check, the platform may cancel the booking. For example:
Recent research has shown that about 15% of cancellations were related to problems during the background check.
Platform Cancellations
In this category, cancellations are initiated by the platform itself due to the following reasons:
- Violation of Service Rules: The guest or host violated the platform’s terms of use (e.g., providing inaccurate information or engaging in fraudulent schemes).
- Fraud Suspicion: Suspicious account activity, such as sudden location changes or repeated attempts to pay with declined credit cards.
- Technical Problems: Sometimes, cancellations occur due to platform system errors, especially in cases of currency changes or incorrect accommodation availability data.
Host Cancellations
Hosts cancel bookings for various reasons:
- Double Booking: Some hosts list their properties on multiple platforms simultaneously, which can lead to date overlaps.
- Personal Circumstances: Unforeseen situations, such as illnesses or family circumstances, may force hosts to cancel bookings.
- Mismatched Expectations: If hosts discover that guests do not meet their expectations (e.g., refusal to follow house rules or lack of communication), they may cancel the booking.
- Speculation: Some hosts may cancel bookings to raise the price or rent the property to other guests at a higher cost.
Last-Minute Cancellations
Last-minute cancellations cause the most stress and inconvenience. In most cases, this happens due to:
- Host cancellations due to personal circumstances or speculation.
- System errors leading to incorrect accommodation availability data.
- Failure to pass the background check.
Consequences of Booking Cancellation for Users
Booking cancellation on Airbnb, especially at the last minute, creates significant inconvenience for guests. Let’s consider the main consequences for users facing this problem.
Time and Money Loss:
- Guests are forced to spend additional time searching for new accommodation, which is especially critical when traveling to popular tourist destinations during peak season.
- Losing funds due to the cancellation can be significant, especially if new accommodation options turn out to be more expensive.
Stress from Finding New Accommodation:
- Searching for a new place to stay in a limited time, especially when the cancellation occurs at the last minute, causes significant stress.
- Booking cancellation can negatively impact vacation or business travel plans.
Plan Disruptions and Inconvenience:
- Cancellations by the host or platform lead to unexpected changes in guests’ plans.
- If the booking is canceled due to data verification issues, the guest cannot use the platform until the situation is resolved.
Other Issues:
- Guests may be dissatisfied with the level of support from Airbnb or hosts when resolving the problem.
- Problems with reviews: Negative experiences and reviews can negatively impact future bookings, even if the cancellation was not the guest’s fault.
Step-by-Step Guide to Solving the Problem Independently
If you encounter a booking cancellation on Airbnb, there are several steps you can take to effectively resolve the issue and obtain compensation.
Step 1: Check Booking Information
- Log into your Airbnb account and go to the “Trips” or “Booking History” tab.
- Find the canceled booking and review all available information.
- Pay attention to the cancellation details: who canceled the booking (the platform or the host) and whether reasons are specified.
Step 2: Contact Airbnb Support
- Visit the “Help” section on the Airbnb website or app.
- Find the section related to booking cancellations.
- Contact support in one of the following ways:
- App Chat: Usually the fastest way to get a response.
- Email: Fill out the form on the website with a description of the problem.
- Phone: Find current contact numbers in the “Contact” section.
Step 3: Submit an Official Complaint to Airbnb
- Complaint Preparation:
- Describe the problem thoroughly and clearly, providing all facts and booking details.
- Attach screenshots of the canceled booking and correspondence with the host or support.
- Specify the required compensation or reimbursement (e.g., refund, assistance in finding new accommodation).
- Sending the Complaint:
- Send the complaint to Airbnb support with a receipt notification.
- For greater effectiveness, you can send a copy of the letter to the Federal Trade Commission (FTC) and the Consumer Financial Protection Bureau.
- Consideration Timelines: Once the complaint is received, Airbnb has 30 days to correct the error or provide compensation.
Step 4: Additional Resources and Tools
- Federal Trade Commission (FTC): File a complaint with the FTC if you feel your rights have been violated: ftc.gov/complaint
- www.annualcreditreport.com: Use this service for a free credit report check if the booking was canceled due to a background check.
- Consumer Financial Protection Bureau (CFPB): If you cannot resolve the issue directly with Airbnb, file a complaint with the Consumer Financial Protection Bureau: consumerfinance.gov/complaint
Step 5: Legal Assistance
When to Contact Lawyers:
- If Airbnb support does not respond appropriately to your complaint.
- If the platform denied compensation or your case requires legal expertise.
- In disputes with the host that may lead to legal proceedings.
Advantages of Contacting RS Attorneys:
- Free Consultation and No Service Fees: We receive compensation from the companies we file lawsuits against.
- Expertise and Experience: Years of experience resolving disputes with Airbnb and other companies.
- Client-Oriented Approach: Personalized approach to each case and maximum transparency.
Why Choose RS Attorneys: Summary
- Free Consultation and No Service Fees: We receive compensation from the companies we file lawsuits against.
- Expertise and Experience: Many years of experience resolving disputes with Airbnb and other companies.
- Client-Oriented Approach: Personalized approach to each case and maximum transparency.
Contact Us
Contact us at RS Attorneys for a free consultation on Airbnb booking cancellations and other platform disputes. We work without upfront fees, protecting your interests and seeking fair compensation.