Guest issues

[Peter4832]

I have a guest that checks in, in two days. They booked my two cabin that are next to each other, not unusual for big gatherings. But now want to cancel one last minute. I explained the policy but she’s not accepting of it and being a bit hostile. What do I do? I have concerns about how the property will be treated if she’s not fully refunded 

[Vivek143]

Hi @Peter4832 

Hope you are doing good 

I would keep everything calm, professional, and fully on the Airbnb platform from this point forward. If a guest is becoming frustrated, the best thing you can do is avoid getting pulled into an emotional back-and-forth and keep responses polite, brief, and consistent.

I would also recommend:

• Keep all communication inside Airbnb messages

• Take timestamped photos/video of both cabins before check-in

• Restate your house rules and expectations clearly before arrival

• If the tone becomes increasingly hostile or makes you genuinely uncomfortable, contact "airbnb.com" proactively so there is documentation before the stay begins

Sometimes guests are upset in the moment about the financial side but still end up being perfectly respectful during the stay, so hopefully that’s the case here.

As for the cancellation itself, since the reservation is only two days away, this is exactly why cancellation policies exist.

It’s reasonable to follow the policy attached to the booking and handle everything through Airbnb rather than privately negotiating outside the platform.

Let me know if that helps 👍🏻 

[Helen3]

This is a difficult one. Why are they wanting to cancel? @Peter4832 

I would suggest if they can no longer travel they need to cancel through Airbnb and their cancellation will be processed under the cancellation policy they booked under. 

you can suggest if once they cancel if you get a replacement booking you'd be happy to refund any days that get rebooked. 

do flag with Airbnb an confirm that if the guest wants to cancel you will uphold your cancellation policy.