Refund or Rebook

[Nikki404]

Our very first guests were supposed to check in last weekend.  They were unable, as the roads were closed all weekend due to weather.  They asked for a refund or to rebook for another weekend.  Of course we would rather rebook them, but how do I handle either request in the dashboard?

[Lisa723]

@Nikki404 what happened to the original reservation? Was it canceled, and if so did they get any refund, or did they just not arrive but the reservation remained standing?

[Nikki404]

Friday night they got halfway there but turned back and sent a message saying they would try to make it for Saturday. They never did make it but the reservation was never cancelled and they were charged as though they stayed. 

[M199]

@Nikki404 

Since the booking wasn't cancelled, it your choice.  It was the guests responsibility to cancel within your policy.  Maybe offer them a future booking to be adjusted for the unstayed days already paid. Assuming you received the $$.  For example, if they paid $300 and the future date is $350, have them book the $350 and then send a change request for a total cost of $50.  Obviously, for the same number of days only.

[Nikki404]

We have already offered them 2 free nights to stay in the future. I just don’t know how to actually make that happen in the system. 

[Lisa723]

@Nikki404 ask them to send an inquiry (not a request to book) for their new dates. You will then have the option to respond with a "special offer" on which you can set a minimal price.

If you want to allow them to stay completely for free you probably can't do that within Airbnb because Airbnb is always going to charge their service fees.

Another option is to go to their lapsed reservation itinerary and select "send or request money" to get to the resolution center, where you can send them a refund of any amount up to their total rental payment. However again Airbnb will not refund their service fees.

[M199]

@Nikki404 

As noted, when they book for the 2 days in the future, immediately accept and send a change request with the new lower price and ask them to accept the change request.