How to cancel a reservation - best method for host/guest

[Christine3308]

I am a new host. I have a problem with the gas boiler, and it is taking a while to get the part to fix it. So there is a risk that guests will not have hot water & heating. I contacted the 3 bookings affected. 2 have accepted my offer of 60% reduction in nightly rate if boiler is not fixed. The third guest wants to cancel (they have a 1 year old so it is understandable). Who cancels the booking, me or them? Which is the best way to cancel?

I noted a rule about me be charged $100 if I cancel, and I will get a negative review. Have I read this correctly?

But I feel I am still able to provide them accommodation, just not to the advertised standard.

[Emiel1]

@Christine3308 

You must cancel, as otherwise guest will not receive  full refund (including Airbnb fees).

You can not offer the accommodation as initially advertised and guest is not obliged to take the reduction. You can try to contact Airbnb and ask for a penalty-free cancellation (Airbnb will cancel).

cancellation by the host comes indeed with penalties:

https://www.airbnb.com/help/article/990/host-penalties-for-canceling-reservations

BTW maybe the guest is willing to reschedule the trip ? Then the "change" option in the reservation will do the job.

[Mike-And-Jane0]

@Emiel1 surely it depends on the cancellation policy @Christine3308 has and how soon the reservation is. The guest will know if they will get a refund if they cancel. Realistically it is the hosts problem so unless the guest is willing to help Christine will need to cancel.

[Christine3308]

Thanks for your comments. I have cancelled the reservation and will take the £100 hit. Feeling a bit cheated because I was warning guest in advance that it may not be fixed, so they could cancel/rebook (they had a 1 year old).  Today I got news that it will be fixed on Weds and they were due to arrive Thurs !!!!!

An expensive lesson in customer service!