Need help// Guest cancelled unexpectedly

[Sabrina746]

Hi, I just had a guest tell me his job asked him to go back and he would not stay 2 of the 7 days that he booked. I said that’s okay, but that our policy doesn’t give refunds and I could not do anything about that part. In the past if guests have a surprise totally separate issue causing them to need to go even if they are enjoying their stay, they just thank me and leave and that’s it. No problems, since we lost the opportunity to book the dates they leave behind, but  this time this person said he’d contact AirBnB directly and ask about the no refund policy we have on the listing. I was okay with that, because AirBnB would have to talk to me and if I interpreted the strict cancellation policy wrong then it doesn’t matter but I read it a few times and I was confident in my position. 

At 10 at night, I get a notification that the guest canceled the entire listing. But I got no messages from AirBnB support at all? It refunded him 400 buck and I don’t understand what happened. Also I read the guests have to leave immediately when they cancel and they appear to still be there. 

What do I do? Is this happening to other hosts? 

[Sabrina746]

**around 8 it happened I didn’t get a text till later probably due to bad service. 

And I’m not sure if they are still there. But in any case I just want to make sure that I find out what happened and if this is happening to other people.

[Sandra126]

@Sabrina746 , right now there's a global penalty free cancellation thing going. So that will override whatever policy is in place.

[Sabrina746]

Yeah but I thought that applied if the guest tried doing it before you check-in and stay most of the stay. 

[Marit-Anne0]

@Sabrina746  I suppose key personnel summoned back to base in times of crisis would fall under the extenuating circumstance clause and qualify for a refund for nights not stayed.

[Sabrina746]

Airbnb support got back to me. These guests were South Korean, and we have a strict policy but somehow in Italy and with those guests the policy is modified. South Korean guests get 50% of nights not stayed refunded. I was never made aware of that beforehand, and I didn’t see any updates on COVID-19 policies regarding that until they sent a specific link. Thank you all for your help and responses. 

[Huma0]

@Sabrina746 

Yes, you are right. This has nothing to do with COVID-19. Although Airbnb does seem to be giving full refunds willy nilly to guests outside of their extenuating circumstances policy, that is a separate issue.

Guests from South Korea have a completely different cancellation policy because Airbnb agreed this with their government. It has been in place for some time. That is why I sadly no longer accept guests from South Korea (I have continued to host South Korean guests who are registered in other countries). I have a Strict cancellation policy for a reason and need protection against last minute cancellations.

When the guest is requesting to book, you are supposed to get a 'warning' message from Airbnb before you accept the reservation, explaining the cancellation policy. It tells you that you will not be penalised if you decline. That is not strictly true. Your acceptance rate will still be affected. 

In these circumstances, I have explained to the guests exactly why I am declining and they usually understand. I only had one who got angry and accused me of being racist against Asians. So, I explained it to her again and, the second time, she understood. I have hosted many lovely people from South Korea, so it is a shame that this random cancellation policy has almost put an end to that.

[Sabrina746]

They explained it is the case for all South Korean guests because of a relations act where somehow South Korean law is relevant here in this case, and it’s not because of COVID-19. 

[Lavonne5]

I’m not sure why my messages are being deleted from Airbnb platform. I’ll write it again. To whom it may concern, I experienced a stay from Hell. The guests were screaming all hours of the night that “they hope everyone dies, they wish death on everyone” people were in and out of their room at all hours of the night. They smoked weed and burn incense disregarding the no smoking sign. The sheets contained an odor and caused me to itch and I was later diagnosed with lice. The host said that no one could change my sheets and that the cleaning lady could only come on the day that l checked out. I slept on a mattress cover with no bedding. The lights went out in my room. THREEE STRANGE MEN WHO ISNT LISTED ON THE RESERVATION HAD THE KEYS TO THE APARTMENT. THEY BARGED INTO TO THE APARTMENT FALSEY ACCUSING ME OF INTENTIONALLY ATTEMPTING TO BURN THE HOUSE DOWN. THEY THEN CALLED THE FIRE DEPARTMENT AND THE POLICE CLAIMING THAT I DID THIS. I HAD A MINOR INCIDENT WHERE I LEFT MY CLOTH ON A PORTABLE STOVE STOP. I INFORMED THE HOST ABOUT THIS INCIDENT AND TOLD HIM ALL WAS WELL. I HAVE THE MESSAGES TO PROVE IT. THE POLICE & FIRE DEPARTMENT ALL CAME TO ACCESS THE HOME! NO DAMAGE WAS DONE TO THE PROPERTY!!! NONE. THEY FOUND NO FAULT OR DAMAGE AND LEFT THE PROPERTY! THE HOST NOR THESE MEN WAS THERE WHEN THE ACCIDENT OCCURRED HOW CAN ANYONE SAY IT WAS INTENTIONAL? THESE 3 MEN SPOKE OF HAVING SPY CAMERAS IN THE ROOM KITCHEN BATHROOM AND THATS WHY THEY ACCUSED ME OF ATTEMPTING TO INTENTIONALLY SET THE PLACE ON FIRE!
SPY CAMERAS ON THE PROPERTY IS AN INVASION OF PRIVACY. SPY CAMERAS ( Surveillance team) BEING WATCHED BY THREE STRANGE MEN IS INVASION OF PRIVACY. IN THE END THE CAMERAS WILL SHOW ME STOPPING THE FIRE SO THIS ACCUSATION AGAINST ME WILL NOT WORK. BUT TO BE CLEAR SAW &

NO ONE WAS THERE WHEN THE ACCIDENT TOOK PLACE. THESE MEN WERE NOT GUESTS AND THEY DID NOT LIVE THERE! THEY CAME INTO THE APARTMENT AND HAD ACCESS.! THEY WERE NOT GUESTS TENANTS, OR HANDY MAN OR CLEANING SERVICES! I DID NOT FEEL SAFE AT ALL. THIS IS MY THIRD TIME REACHING OUT TO AIRBNB REGARDING THIS MATTER. I AM BEING IGNORED AND MY MESSAGES IS BEING DELETED FROM THEIR PLATFORM. THE HOST HAS WRITTEN A BAD REVIEW. I WILL CONTINUE TO REACH OUT AND ADVOCATE ON MY BEHALF UNTIL AIRBNB RESPONDS TO ME.

[Helen3]

Hello @Lavonne5 

It's really confusing when you keep posting duplicate posts. Your original posts are still here.

[Lavonne5]

Look, if you entered this discussion to antagonize criticize  & patronize me during the horrible traumatic experience I just endured, I prefer that you take your response elsewhere. Take care be well and be blessed

[Helen3]

No I was just thought that you would want to know that your posts weren't being deleted and that it might confuse those trying to help you.