The Day I Almost Had to Cancel a Reservation on Airbnb
In my year and a half as a host, I've only ever canceled one reservation. It was a direct booking, so it didn't affect my Superhost's status.
The guest felt off from the start: too young, overly eager, and vague about her plans and companion. Since I was out of town for her planned one-night stay, I trusted my gut, refunded her fully, and even added an extra P300 for the hassle. Without Airbnb’s safety net, direct bookings demand stricter boundaries. In hindsight, it was the right call—her profile had no real reviews, and she seemed evasive.
Here's how it went:
My message: For guest processing, I need photos of your valid ID, as well as your companion's.
Her response: This is my only ID. Is this valid? I am alone, by the way.
My message: Do you have a student ID?
Her reply: Sorry, I don't have a school ID. I'm 21 and not a student anymore; I already work.
Me: I've blocked the date you requested. I'll let you know once I hear back from the building admin. I just want to ensure you'll be allowed in with this ID.
Her response: Okay, sure. Thank you.
My message: If possible, could you provide an ID from your workplace?
Her response: Sorry, but my company doesn't provide IDs for employees.
A few days later, she messaged again:
Her message: Hi, good morning. May I know if it's valid?
My reply: Just spoke to the guard; it's okay. Will you be expecting any guests?
Her reply: Okay, thank you. Hmm... yes, may I have a guest? Only one—is it okay?
Me: That will be fine.
Her: Thank you so much! May I ask if my guest can sleep in the room?
At the time, I agreed, provided she'd supply her guest's ID, but I soon realized I'd ignored too many red flags. Her companion wasn't registered, she hadn't been transparent, and her responses were inconsistent. This interaction confirmed that my boundaries matter, so I canceled her reservation.
The truth is, taking bookings off-platform is rarely worth the risk.
(If you're curious, subscribe to this blog and I'll write a post about the times when direct booking can be worthwhile, even lucrative.)
Without the layers of protection that platforms like Airbnb provide, such as verification processes, guest reviews, and the option to file claims for damages, direct bookings leave hosts more vulnerable to liabilities. Yes, the platform charges a service fee, but it's a cost that adds up to peace of mind.
Each direct booking can feel like a gamble, especially when guests push boundaries or don't meet verification standards. I've come to see this fee as a kind of insurance, covering everything from property damage to guest disputes. When hosting is your business, protecting it is worth every cent.
But my real "almost" cancellation came when my kitchen sink sprang a leak.
After a guest checkout, my cleaner discovered water pooling under the sink. At nearly five years old, the sink needed more than just TLC—it required urgent repair. Thankfully, the Midpoint Residences admin team is responsive, though not 24/7. Within work hours (Monday to Saturday, 9 AM - 5 PM), they're impressively quick. Here's how it went:
My Message: Hi Admin, could someone check our kitchen sink? It's dripping. I have guests arriving by 6 PM. Please let me know if I need to pay for the checkup.
Admin: Good afternoon, Ma'am. We can inspect it at 4:30 PM today. It may need reapplying sealant, which is P500, but we'll assess first.
My Reply: Thanks! I'll arrange for my cleaner to meet your team at 4:30 PM. Do I pay before or after?
Admin: After inspection, Ma'am.
The next morning, a new issue popped up. I messaged admin again:
My Message: Good morning, [staff name]. There's water leaking from the newly installed pipe. Could you send someone to fix it?
Admin: Was the sink used last night? The sealant shouldn't get wet—it needs at least 4 hours to dry. We're fully booked but will try to fit you in between 10 AM and 11 AM.
My Message: My guests arrived at 10 PM, well past the sealant's drying time, and they were assured it was usable. My cleaner will be there at 10 AM; the guests are out, so feel free to inspect.
Admin's Reply: We already have services booked at 10, but our team is free right now.
By this point, a rusty sink part needed replacing along with the scheduled grease trap cleaning, so I requested both.
My guests faced a second night with a limited kitchen, so I requested they avoid using the sink until everything was solid. They didn't complain, but I knew they'd likely booked my unit because it had a kitchen. I debated refunding their second night but opted for a breakfast allowance instead. The guests happily took the compensation.
For the next guests, I gave them a heads-up that the sink would be down for one night, and they appreciated the honesty. Though they didn't leave a review, I considered that a win over a less-than-perfect rating.
It's never ideal to face issues like these, but good communication and small compensations kept everyone satisfied.
When hosting is your business, balancing guest experience with practical expenses and safety standards is a real art.
But what if you have valid reasons to cancel the reservation?
Sometimes, hosts have to cancel reservations because of events beyond their control. In such cases, Airbnb will assist both Hosts and guests with minimal disruption and no penalties for the Host.
Valid reasons include:
- Unexpected events: Major listing damage, emergency repairs (e.g., gas leaks or burst pipes), or serious illness that prevents hosting.
- Guest violations: Evidence that a guest intends to break house rules or host an unauthorized party.
- Wider disruptions: Events like public health emergencies or travel restrictions.
Instant Book Cancellations
Hosts using Instant Book can cancel without penalty in some instances, such as:
- Clear intent from the guest to break the rules (e.g., bringing pets or smoking).
- Concerns over a guest's profile, including multiple poor reviews or missing information.
In some cases, proof (photos, videos, or doctor's note) may be required to validate a cancellation. If the reservation is within 24 hours of check-in, Hosts need to contact Airbnb directly for assistance.
Always reach out if you need clarification on whether your situation qualifies for a penalty-free cancellation.