LAST MINUTE CANCELLATION

[Kristi1350]

My only reservation for June just cancelled 3 days before arrival. I reached out to them sometime ago to see how certain they were to still come and they had assured me  with 100% certainty that they were still coming. I would have rented my place for the summer as a monthly rental otherwise but did not want to cancel on these people or my 1 August reservation. I now have spent money on plants, stocking the house with supplies, and hooking up internet and TV in anticipation of their arrival next week only to learn that they are not coming. Our state is fully open and all they would of had to do is take a test from Walgreens before they come and provide the results which you get within 30 minutes. Their reason was that they would have to jump thru too many hoops to travel here. 

My "partner" Air BnB accepted this excuse as extenuating circumstances and graciously and without question or notification refunded their money 100% leaving me in the dust with an empty house and utility bills for 2 months. I am not eligible of their "support funds" because the reservation is past their date that they set. 

I have been supportive of every person that has cancelled so far and taking nothing for it. Allowing people to cancel within days of their arrival and not receiving any compensation for it is a totally a slap in the face from my "partners" I am seriously considering pulling my listing from this site and just giving the others all of my business. I am down from a fully booked calendar to 1 original reservation in August who is even questioning if they should come. If Air BnB feels like they can just update and extend  their cancellations rules that they implement on us then they need to extend their Support Payments to match. This si so unfail,and one sided. I feel so violated by my Air BnB "partner." Who else is fed up and has had similar experiences?

[Linda108]

@Kristi1350  What a lovely, inviting home you have listed!  Of course your timing could not be worse but you are in great company with many other business people in many business areas.  As to the arbitrary decision process regarding Air BNB application of extenuating circumstances, this has been a hot topic for hosts way before the Covid 19  situation.

I do suggest you add some information in your listing description that addresses the area visitor requirements. 

You can put a good spin on the requirements rather than the guest experiencing it as "too many hoops".  For example, you can cite the testing requirement as another way the area will ensure guest saftey.  In general, it is a good idea to always get in front of any issue, whether regulatory or listing based.  Be sure guests realize what it is to choose your location.  Managing expectations not only builds a rapport with booked guests, but it helps to deflect potentional difficult or disapponted guests.

Welcome to Air BNB and this host forum. 

[Rita587]

Hi @Kristi1350 , I'm sorry to hear about your frustrating but all-too familiar experience. Based on my personal experiences as a host, I promise it will get better. Just like you're getting last-minute cancellations, I truly believe you'll get last-minute bookings too. I'm based in the South of Spain and our borders are reopening from 1 July onwards and we've already seen a spike in enquiries and website visits. Stay positive. You've lost this one but there will be others. Everyone's been cooped up for so long and the more "normal" things become, the quicker they'll start planning another staycation or holiday. @Linda108 gave you some great tips on how to update your listing so future guests are aware of the new protocol and total transparency is definitely the way to go and will make your life much easier! Welcome to Airbnb and wish you the very best...Rita