Refunding

[Bene383]

Hello,

I own a condo in Montreal and hosted 2 guests last night. They initially booked for 3 nights. Yesterday night, their car unfortunately got vandalized and they decided to drive back home in the night. They ask for the refund of 2 nights they will not spend at my place (which I am ok with) but I don't know how to do that. Can you help? How can I refund 2 nights over 3? Also, how can I put my listing back online and available for this weekend as I would like to make sure I can rent it this weekend? Thank you! 

[Annie1372]

@Bene383 

Ask them to go on their booking and trying to change their booking date.

as if you are doing a cancellation, your dates will be blocked for sure.

[Bene383]

Thanks so much. I did ask them to change their booking date which they did. When it comes to accepting the change on my end, the validation does not go through....as if I am not able to accept it. What shall I do?  

[Emiel1]

@Bene383 

Changing a reservation can only be done/accepted if the reservation has not ended and if shortened, it must be completed before first check-in time on the new checkout-date.

As a host you can also make the change, giving you the opportunity to also amend the precalculated price (which is based on refund policy attached) in the change form , to be sure the 2 nights are refunded.

If reservations has ended, you can only refund them money via resolution centre.

Please note: vandalism on their car is not your responsibility,assuming it was parked in a public space. Interupting a stay can also be a case for the guests Travel Insurrance ?

[Bene383]

Thanks so much! That's helpful 🙂