Cancellation Policy

[Penelope14]

I would love to hear from other hosts how AIRBNB handled it when a guest cancelled the day of check in and they have a moderate cancellation policy.   My understanding is that I would be refunded in full for the last minute cancellation.    However, the guest was given a refund, and I was only partially refunded.    This is not how I understand the moderate cancellation policy.   What am I missing?   Help!    

[Nandini11]

Hello @Penelope14 
I understand how frustrating that can be. With the Moderate cancellation policy, guests can get a full refund if they cancel at least 5 days before check-in. However, if they cancel less than 5 days before check-in, they get a 50% refund for the nights not spent, and the first night is non-refundable.
So if a guest cancels on the day of check-in, they usually only get refunded 50% for the remaining nights, and you as the host keep the first night’s payment plus 50% of the rest.

That said, Airbnb sometimes makes exceptions and issues refunds beyond the policy (for example, due to extenuating circumstances), and in those cases, they may reduce your payout.

I’d recommend checking your Reservation Details page and the payout summary — it usually explains why the refund happened. And if it’s unclear, definitely reach out to Airbnb support for clarification.

Here’s the official Airbnb link outlining the Moderate cancellation policy:
📄 Cancellation policies for your home – Airbnb Help

Hope this helps clear things up a bit!

Regards

Nandini

[Penelope14]

Thanks for responding!   It is clear AIRBNB changed their cancellation policies, and I am now just realizing the impact of that    The way they word it in their policy is confusing and ambiguous.  I appreciate your taking the time to explain this.

Kind regards,

Penelope

[Patricia2526]

Hi @Penelope14 

Moderate Cancellation Policy Refund Rules 

For full refund

• The guest must cancel at least 5 full days before the scheduled check-in time (usually 3:00 PM at the listing’s local time).
• If they do this, they receive a full refund, including Airbnb service fees.

If the guest cancels less than 5 days before check-in

• The first night is non-refundable.
• 50% refund is given for the remaining nights.

If the guest arrives and decides to leave early or cut their stay short.

• They get a 50% refund for the unused nights starting 24 hours after cancellation.
• The first 24 hours after the cancellation are non-refundable.

Cleaning fees are usually refunded in full if the guest hasn’t checked in.

[Penelope14]

Thank you for responding!   AIRBNB changed their definition of what the consequences are for a moderate cancellation policy and worded the changes (deliberately?) so that it is confusing and ambiguous.   I am astonished a guest can cancel the day of check in, without significant consequences.    In the past, the guest would have forfeited the whole amount if they didn't cancel by the 5 day window.   I now realize this has changed.   To me it is unbelievable that a guest can cancel the day of check in without a significant penalty.   As a host, if I cancel a reservation, I have very serious consequences.     This policy favors guests and is unfair to hosts in my opinion. 

I appreciate your taking the time to explain this.

Kind regards,

Penelope