Guest cancellation due to sudden emergency

[Patricia3202]

A future guest has a death in the family.  He wishes to cancel, and try to reduce his penalties.  He has had superior communications with us and we would like to help with his request.  He says there is a way to approve his cancelation... how do I do this?  

[Emiel1]

@Patricia3202 

The guest need to cancel himself, the cancellation policy will calculate the refund (if any).

You can voluntary provide more refund, if desired.

Never cancel as a host, also not if you receive request (ask for approval) from the guest to do so !

Please note: the guest maybe can claim on his travel insurrance.

[M199]

@Patricia3202, @Emiel1 

This situation qualifies as an extenuating circumstance.

I had almost the exact same

situation about a week ago, a guest who booked 7 months ago was in the area, had already pre-visited, called day before check in.  Story, completely freaked and in tears, her younger brother had passed away that day.  Frantically told me this and that she couldn't check  in.   I told her not to worry, I would refund 100%.

I then immediately call Airbnb  support and had everything recorded on the guest reservation and they would be calling to cancel.  I authorized a full refund.

When I heard back from the spouse a couple  of hours later, they were very appreciative and promised to rebook next year.

May have cost me a few $$, but nothing compared to suddenly loss of a younger sibling.

Hope this helps.

[Colleen253]

@M199 Actually it doesn’t qualify as an extenuating circumstance, according to the policy. Although I recognize that to you personally it does. Just mentioning that for clarity. 

https://www.airbnb.ca/help/article/1320/extenuating-circumstances-policy

[M199]

@Colleen253 

Thank you.

Airbnb Customer Support accepted it as an extenuating circumstance.  All I did was ask for it and they happily agreed.  Sometimes CS does the right thing.

[Emilia42]

@M199 It's not an extenuating circumstance. If you, the host, wanted to issue a full refund there is nothing Airbnb can do to prevent it. Had you stuck to your cancelation policy, the guest would not have been able to claim a refund because "unexpected disease, illness, or injury" is no longer covers as an Extenuating Circumstance. 

[M199]

Your Quote does not include death.

Whatever!  I did what was best for my guest.  That's my definition of Superhost.

[Brian2036]

@Patricia3202 @M199 @Emilia42 

I can understand why it would not automatically qualify as an extenuating circumstance.

Otherwise somebody’s grandma would have to die every time they found a cheaper place to rent. It could be very hard on the poor old lady.

[Jillian115]

@Patricia3202 If I approve the cancelation I tell the guests they need to call customer service to cancel if it doesn't meet my cancelation policy guidelines in place. Customer service will then call me and ask if I approve a full refund. I recently had this situation due to a nearby fire. 

[M199]

@Brian2036 

You are correct. In the situation, that you suggest, I would have   considered a different response. 

To have a guest in total despair over the unexpected death of her younger brother is a tragedy to the family.

I need to live with my conscience and be able to sleep at night. 

Sorry if you don't agree, but its a free world and just my personal opinions and values.  As well as give help to another host with an uncomfortable situation.

[Brian2036]

@M199 

I imagine that I would have done the same thing under the circumstances. 

Airbnb CS is not equipped to determine the validity of such a claim and therefore the host is best situated to make the decision.