This Sunday 21 Oct. a guest made a request to stay over my place in Antwerp.
I saw it right after arriving from my trip to Barcelona. I checked the Airbnb site to
see the inbox and saw Jamie's request. I accepted right away, as he haddnt remove
the request. However, I didn't really get to see his second message, where he explains
he had booked somewhere else. I tried to cancel but, remembered may not without
consequences. Then I called to +3228086723 as suggested by the site, but no answer
(today it sounds busy all the time) have i gotten. So, the guest wants his money back
and it is alreay in our account as I recieved your email confirming the transaction.
So, my question is: What can you do to return his money back?
I did my best to avoid the transaction or cancel with your consent, but apparently
there's no way to reach anyone from Airbnb here Belgium via the number the system
suggests to call to.
Thank you for the time to reading this message and, in advnce, for reacting to it.
Good evening @Luis712, first of all you are here on a help site for AirBnB users (Hosts and Guests) and not at AirBnB !
Don't pay anything back, it's not your job to do it. The traveller must cancel and you will receive a message saying about "...the guest has cancelled his stay, do you want to cancel yourself ?... ». Answer "NO". Because if you answer "YES" AirBnB will consider you are the one who cancelled and then you will have penalties.
The traveller will be refunded according to your cancellation conditions. You have flexible conditions, i.e.: Free cancellation for 48 hours after booking. Beyond that, full refund (less service charges) if cancellation up to 24 hours before scheduled arrival. If less than 24 hours, the first night is not refunded.
Once again, AirBnB will reimburse (or not), not you.
PS: it may be a dirty trick: the traveller try to be reimbursed twice, once by you and once by AirBnB!!!!
Thanks a lot for your feedback! Pascal and Astrid.
I already came to concensed terms with the guest and
Airbnb. It is technically solved.
Thanks again and have a nice day!
P.S. In January we'll be ending our service here. I'm moving out
of here and Sylvie will be putting this in the hands of a Realtor. I guess.
Hello Pascal and >astrid,
Thanks a lot for your feedback. I'm just explaining to the guest, again, about what would be the best for
Greetings from Antwerp!
Hello @Luis712 the case doesn't seem to be urgent, since you answer me two weeks later.
I summarize (I hope I have it right, say me if not):
- A traveller has booked with you via the AirBnB interface
- You have accepted via the AirBnB interface
- In the meantime he wrote to you via the AirBnB interface that he had found something elsewhere and that he no longer wanted to come to your house.
- He did not officially cancel his reservation i.e. via the AirBnB interface
- You also did not cancel via the AirBnB interface
- AirBnB has debited the traveller and credited you with the rental amount (normally 1 day after the scheduled start of the rental).
- your calendar is/was naturally blocked for the entire duration of the rental period
- The traveller didn't come.
Conclusion: you owe nothing to your traveller.
However, you can, if you wish, refund your customer (via the AirBnB interface) but before doing so, I strongly advise you to contact AirBnB (+3228086723) to explain this case and avoid the double refund scam.
If you wish to contact a tenant to ask for money, rent the deposit, or offer a refund, go to the resolution center directly: "https://www.airbnb.fr/resolutions".