Guest canceled during stay with active dispute. Why is this allowed?

[Moshe2]

I just had a 3-night booking where the guest was actively disregarding house rules around quiet hours, smoking, parties and extra guests (she snuck in two additional guests without paying).

I requested to modify the booking and added a dispute to collect fines for violating our house rules, and the guest promptly canceled the booking and left on the last evening of her stay. She also left us a review with one star on every category. Needless to say I'm pretty upset because not only did we get a bad review but we didn't get paid for the number of guests that stayed. What is my recourse in this case? I can no longer change the number of guests on the booking because it is canceled. 

I am mostly curious why a guest is allowed to cancel in the middle of a stay if there is no refund? Especially if there is an active dispute or request? I don't understand this policy and am upset that this is allowed.

Any insight or help on this matter would be appreciated.

[Emilie]

Hi @Moshe2, 

I'm really sorry to hear this booking took such a turn. It sounds like you already contacted the Support teams and opened a claim, so I'd encourage you to continue using that route to request additional charges for any damages, or extra guests.

Could you tell us a bit more about what exactly doesn't make sense in terms of the cancellation policy in your opinion? I'd love to pass on your feedback to the team!

Thanks, 

Emilie

[Moshe2]

It doesn't make sense that after already spending two nights that they can retroactively cancel the whole booking. They brought extra guests those two nights, and when I asked to modify the booking, they canceled the whole thing, which prevented any sort of modification from taking place. If they cancel in the middle of a booking, it should just shorten the booking (unless they cancel after check-in on the last day in which case it should not shorten anything). 

What is the benefit to anyone of being able to cancel the whole booking after they are already in the middle of it?