Guest alteration request and request for refund

[Renee291]

I have a guest arriving in 2 days and have moderate cancelation policy, so no refund within 5 days of reservation.  He wants to reduce his stay from 2 nights to 1 night, with one night being the first night of a holiday weekend.  My property does not book well last minute so if I let him alter his reservation, I will be out one night of income.  I am considering sending him an alteration request to alter the dates of his stay by one night and giving him a 50% refund for the cancelled night as a customer service measure.  I am looking to other hosts for opinions or similar experiences as insight as to what I should do.  

[Emiel1]

@Renee291 

Yes, you can sent alteration request and update price-fleld in the changeform in a way guest payes 50% more for the 1 night stay.

But according to cancellation policy guest is not entitled to have any refund, so no obligation to refund anyway.

[Renee291]

I understand I do not have an obligation to refund, but was wondering if it is a smart customer service practice. I have seen some comments on other posts about concern of getting a negative review.

How would you handle this issue?

[Stephen1004]

This is a policy issue that has to change.  Airbnb limits the Host cancellation policies, then does not support the Host in the event of a reservation change request.  If you agree, you loose money, if you don't you get a bad review.

[Lorina14 · Accepted solution]

@Renee291 

We usually explain to guests that we are single host and have a moderate cancellation for a full refund 5 days prior. Since they have reserved your space during a holiday weekend, other guests were not able to book and you would be challenged to fill it on a short notice.

I would offer that if he cancels and we are able to fill the date with a guest we would refund him for the date he is canceling. I usually include Airbnb customer service on this stating that I am altering the date to open the night but he is still paying the full amount for his stay. If someone books then we will refund him as a courtesy (as you have the right to keep the money per your cancellation policy). We have had this happen five times in 3.5 years and the guests were appreciative and happy with the outcome, we also were able to rebook in 4 out of 5 times and refunded the guests for those nights.

We have had guests also fully cancel without altering the reservation within the 5 days and we rebooked and paid them back. Make sure this is fully documented in the messages on the Airbnb platform. We have not had bad reviews for pursuing this method of dealing with the issue. 

You may want to consider posting this topic on the host circle thread where it is only hosts for feedback. Hosts there are very supportive and helpful. On any other section in the community center guests and hosts can read all the comments. 

[Stephen1004]

Thank you. That is the best solution.