Long Term Cancellation Request.

[Linda182]

Good Morning,

I have guests booked into my holiday home for the month of July (they booked in Dec 19).   They have requested to cancel,   I have agreed to give a full refund given the circumstances and  knock on effect of the Corona Crisis.   I changed my policy from strict to flexible,  I was unaware that long term cancellation automatically applies.  So when they tried to cancel, only a small percentage was refundable.   I have been in touch with Airbnb Support but not heard anything.  Any idea how I can ensure they get the full refund.   Also what are the chances they'll get service fee refunded from Airbnb.   

Thanks in advance.,

[Jessica-and-Henry0]

@Linda182 

It is best if the guest contacts Airbnb directly regarding service fee refunds and the cancellation. Once the guest has contacted Airbnb requesting a cancellation AND full refund, an Airbnb rep will contact you (= host) to check and confirm whether you wish to allow a full refund. Then Airbnb will handle the cancellation and refund with the guest as they determine appropriate.

As a host, you cannot ensure anything related to payment simply because Airbnb has the guest's money and they have the final say about how to handle the refund. It does help if the guest and host are in agreement on how both parties want the booking cancellation handled - and this communication exchange must be thru the Airbnb messenger. 

Good luck~

[Linda182]

@Jessica-and-Henry0 

Thank you for the reply.  The guests have asked if I will initiate the cancellation, which I have explained wouldn't be in my interest.

When you say Airbnb have the final say, is there a possibility they wouldn't agree to a full refund for guests?  I have read that guests can alter the length of stay to less than 30 days (with no penalties) then the long term cancellation policy is not applicable and a full refund can be issued with flexible policy?

[Ange2]

@Linda182    I have a strict policy and  in the past when I have given full refunds before the people arrived, meaning Airbnb still held their money, I was always given an option (after the guest had cancelled), to click a button to refund the full amount to the guest.  Not sure if that is available anymore. However, that does not include Airbnb fees, only it can decide whether to return that amount.

p.s.  If they  send an alteration request,  for example change the dates  to a one night stay and you accept, that may be a way to get them pretty much all their money back because it would include removing Airbnb fees from all nights bar that one night. And if your policy is flexible it should be easy for them to cancel the one night and receive all monies back (except the fee for the one night that Airbnb may refuse to refund).

[Mike-And-Jane0]

@Linda182  Just a thought - changing your cancellation policy from strict to flexible only applies to new bookings. All existing bookings keep the cancellation policy in place at the time of booking.