Cancellation

[Ian27826]

Hello and good morning,

My guest cancelled lsst night after she missed her check in time by almost 3 hours.

I received notification that the guest cancelled and the payout fee does not seem right?

Can you help ?

1 guest, 4 nights the payout shows 4 nights room fee then lists Sunday and Monday *that's 2 nights room fee not 4*

Please see attached.

My cancellation policy is set to *full refund whenever the guest cancels* 

Also the guest received £112 refund, how is this right after she cancelled on the day of

arrival.

Thank you

Ian UK superhost.

 

[Emiel1]

@Ian27826 

There is no cancellation policy like "full refund whenever the guest cancels'.

Most friendly policy is called "flexible", it gives full refund if cancelled at least 24 hours before check-in.

I understand your guest cancelled on the day of check-in, after the first possible check-in time ?

How many nights were originally booked in total ?

Best regards,

Emiel

[Emiel1]

@Ian27826 

If it was a 6 nights stay and the cancellation policy was set to "flexible" , then the guest received 4 nights refund (the nightly rate for the nights not spent 24 hours after cancellation are fully refunded.) and you are paid 2 nights + the cleaning fee. So then the calculation seems correct.