Cancellation policy

[Carolyn870]

Hello

I am reaching out to get your insight on the cancellation policy options listed on airbnb.  I have mine listed as moderate but just had a guest cancel 1/2 way through his stay. He sent a message stating that he had a family emergency which we all know happens in life.  He was refunded $.  Does anyone have advice on what the best option is to set up for the cancellation policy? 

I appreciate any/all thoughts. 

Thanks

Carolyn 

[Dave-and-Deb0]

Hi @Carolyn870 

I also have used Moderate for most of my time on Airbnb but when you have this setup, the guest can cancel and they will be refunded 50% of the nights not used minus one night.  So for example, if I booked for 5 nights and stayed 2 and then cancelled, I would be refunded 50% of two nights.  I hope this makes sense.  If you want it so you can determine if the guest will receive a refund, it is best to go with a more restrictive cancellation policy such as firm or strict and then Airbnb would not refund them anything in this circumstance however you would still have the power to refund them on your own if this is something you wished to do.  Many hosts will offer their guests a partial refund in this case if they can rebook the dates.  If you can agree with the guest to go this route, as many will, you would just alter the reservation to the lesser nights but put in the full rate which will open up your dates on your calendar once the guest accepts the alteration request.  Then if the dates do get booked, you can then send the guest a refund through the Resolution Center.  

Here is a good explanation of the various cancellation policies: https://www.airbnb.com/help/article/475

I hope this helps.

David

[Mike-And-Jane0]

@Carolyn870 The best policy depends on your situation. You will get more bookings with the flexible policy but guests can, close to their stay, just see if anything better/cheaper is available and cancel at short notice.

If you are in a place with high demand and low supply this is fine but there are not many places like this anymore.

We personally use Strict but do, if asked, offer refunds if we are able to rebook the space. 

[Bhumika]

Hi @Carolyn870, Hope you are doing great!

Have you made any changes to your cancellation policies since the time you posted?

I hope suggestions from our super-helpful members Mike and David have helped you with it.

For your reference, I also wanted to share this useful resource about Cancellation policies for your listing that may help with some general ideas. 

Do update us on what you decide!