Hosts are expected to honor reservations at the booked listing and should avoid changing the location of the reservation whenever possible. However, in rare circumstances when the booked listing isn’t available, hosts can offer the guest an alternative listing that they host on Airbnb, which must be reflected by updating the reservation with a trip change request. If the guest doesn’t agree to the new listing, then the host must cancel the reservation.
After addressing the guest’s reservation, hosts should promptly fix the underlying issue at the originally booked listing to prevent it from happening again.
Hosts shouldn’t ask guests to show up at a different address. The listing’s address should be complete and accurate, including any details like an apartment or unit number, so guests who book know exactly where they’re staying.
Find out how to edit a listing address or location pin when the address has changed, or it’s incorrect or incomplete.
Note: In cases where a guest needs to be directed to a specific check-in location at the beginning of their stay (ex: in hotels or resorts), you have the option to set this location as the listing’s address.
In the rare situation where the booked listing isn’t available, you can offer the guest an alternative listing, but you must follow these rules:
To create an experience consistent with what the guest originally booked, you should offer a comparable or better stay. The alternative listing should be similar in location, amenities, and overall quality—or better. You should be clear and explain any differences so that guests can make an informed decision to accept the change, or decline and have the host cancel.
You should also consider offering a discount. Hosts have found that a reduced price can help acknowledge guest inconvenience and improve their experience. Learn how to send your guest a partial refund before check-in.
Note: If your listing offers multiple substitute rooms (ex: in hotels or serviced apartments), the room assigned to the guest should be similar to or better than the one booked.
If your guest agrees to the change after being informed of any differences in price, amenities, or other listing details, you must submit a trip change request.
If your guest doesn’t agree to the listing change, you’re responsible for canceling the reservation. Keep in mind that any cancellation resulting from substituting one listing for another may result in cancellation fees and other consequences for you as the host, unless you’re canceling for a valid reason.
When listing changes are handled incorrectly or are frequent, Airbnb may take action, including listing or account suspension or removal. Learn more about how Airbnb enforces ground rules for hosts.