Guest checked out early

[Brian2407]

Hello,

I am a new Host.  Learning a lot.  
I had a booking that was scheduled to end on the 21st, however, my guest contacted me today letting me know and requesting that she would be checking out today the 16th.
I received the early request by Airbnb.

My QUESTION:
Is it acceptable to charge an early cancellation fee?

If yes, please explain how this is done.

Thank you!

[Huma0]

@Brian2407 

There is no early cancellation fee, but what the guest has to pay totally depends on the cancellation policy you have opted for.

From your listing, it looks like you have the Moderate policy (unless this stay was over 28 days, in which case the long term policy automatically applies). You can check your listing settings to see which policy you have chosen.

The terms of the Moderate policy are:

Moderate

• Guests can cancel until 5 days before check-in for a full refund, and you won’t be paid
• If they cancel after that, you’ll be paid for each night they stay, plus 1 additional night, plus 50% for all unspent nights

So, if that actually is the policy that was in place when the guest booked, you will be paid in full for one additional night, i.e. the 16th and then 50% for the nights 17th-20th.

[Huma0]

@Brian2407 

PS in terms of how it is done, when the guest cancels, the payout should automatically be adjusted. That means that if you were already paid in full for the guest's stay, which is likely as they had already checked in, the refund they are due will be taken out of a future payout. Your calendar should also then reopen for those dates so that other guests can book them. If you like, you can offer to give the guest an additional refund if some of those dates get rebooked, but do the maths first and make sure you are not out of pocket, i.e. if they receive a 50% refund for unused nights, they should not be refunded more than 50% 

DO NOT cancel on the guest's behalf as you will be penalised by Airbnb.

Again, I am not 100% sure of the policy you are using, even though I think it is moderate. Check your listing and then google the Airbnb site for cancellation policies to see the terms that apply to whichever one you chose.

[Brian2407]

@Huma0 Thank you!  Your reply was very helpful.  Again, as I'm learning this is all new.  It was surprising when they asked for an early check-out.  Not expected.  

[Huma0]

@Brian2407 

Did they tell you the reason?

I'm afraid it does happen sometimes and it doesn't necessarily mean that the guest was unhappy. There circumstances just might have changed. It used to be rare for me, even though I host long stays, but since the pandemic started, and especially in 2021, earlier check outs became much more common. People's plans just seem more up in the air than they used to be.

[Kate867]

@Brian2407 .. So sorry your guest is leaving early, but @Huma0  is absolutely correct and always extremely helpful here answering questions  with these types of issues.  Take some consolation from the fact that you will still get some kind of payout and that you also may be able to let those days out again

[Brian2407]

Thank you @Kate867!  
@Huma0 was correct and helpful.

[Brian2407]

@Huma0,

We choose a 'Moderate' cancellation policy.
You are correct; if we accept the request from our current guest for an early departure then she will be fully refunded.  If we decline the request, we will receive 50% of the remaining days allowing her to cancel instead of us is the best choice.

Thank you,

[Huma0]

@Brian2407 

I didn't realise the guest had already sent an alteration request. I think that you are right to decline it as she agreed to the cancellation policy when she booked.

However, just a word of caution as you are a new host. Your reviews and ratings so far are great, but one bad review/low rating at this point could have a big impact. So, depending on the reasons the guest is leaving (you haven't said if it's a change in her circumstances or if she is not happy about something), it might be worth offering to refund her a bit more IF you manage to rebook some of the nights. However, if you choose to do that, make it clear that it's not a promise as there is no guarantee the dates will get rebooked at such short notice, in fact it's quite unlikely, but you'll give it a try.

It's up to you. You have to both judge the situation and also the guest, i.e. do you think she's a reasonable person who understands that she needs to pay according to the cancellation policy and will be grateful that you are willing in theory to refund her more than she is entitled to if you are able?

If you do manage to rebook nights and refund her, wait until after the new guests have checked out and you have been paid in full, as you just never know...