Refunding some money to a guest that had to leave in the middle of her rental for a family emergency

[Dee148]

My long term guest (30 days), had to leave 2 weeks into her rental due to a family emergency. She is not going to be able to return. How can I refund a portion of her payment? Also, how do I open my rental back up for other guests? Does she have to do it? Thanks

[Ann72]

@Dee148  Yes, she has to cancel the reservation.  If she does not get the desired refund through cancellation, you can refund the rest.  Assure her that you'll do that so she's motivated to cancel and let your calendar open up.

[Nanxing0]

Yes she has to do the cancellation first. DO NOT DO ANYTHING ON YOUR SIDE unless she does the cancellation. That's an important protection for yourself. Host cancellation and guest cancellation are two completely different stories. If you cancel the reservation you might lose your superhost.

[Emiel1]

@Dee148 

You can use the "change" option in the reservation and shorten the reservation. In the change form you can also change the amount of money (which is automatically calculated) manually to the amount you wish to earn (the rest is refunded). After acceptance by the guest the calender is free again.

It is the most easy way and also the guest will have the benefit of receiving back some Aitbnb servicecosts over unused nights. (allthoug not 100%, as tarif for "long term stays" is lower then for "short term stays")

I allways use this method in similar cases.

Best regards,

Emiel

[Dee148]

Thank you, I will try your suggestion. 

[Dee148]

@Emiel1 

I am trying your suggestion, but Airbnb won't let me change the reservation. The message I'm receiving is saying "the check in and check out dates cannot be in the past".  So I'm stuck, unless I'm doing something wrong? 

[Ann72]

@Dee148  As usual, @Emiel1 leaves the rest of us in the dust.  🙂  We always listen to him!