here's a stumper!

[Adell29]

I'm new to airbnb hosting and of course my first guest have caused a question already!  

The guests booked for 10 nights and they just called to tell me their job is not going as expected so they want to leave after 5 nights.

Their reason does not fall into any of the "events" that airbnb states are fully refundable - totally their choice to leave early. 

They have asked for a refund.   Am I legally bound to give them a refund for the nights that they are not staying?

[Sarah977]

@Adell29  No, you are not. Guests' change of plans is not your responsibility. You are not their de facto travel insurer.

And keep your communications with guests on the Airbnb messaging, not phone calls, texts, whatsapp. You should have documentation of guests saying they want to leave because their job isn't working out, so they can't claim to Airbnb that it was because there were bedbugs, or whatever, in order to demand a refund.

And when guests talk to you about refunds, just tell them they need to cancel if they leave, and that Airbnb handles refunds according to hosts' cancellation policies.

[Jessica-and-Henry0]

@Adell29 

As always @Sarah977 has given you great advice. You do not need to provide a refund, and you don't need to get involved with the guests changing their check out date to an earlier date. Guests don't need host's permission to change booking details. 

Right now, quickly summarize on the Airbnb messenger about the call and what was relayed to you/discussed - you will need this as proof and maybe even include a screenshot of your call history and start with something like "referring to your call informing me that you wanted to leave early due to a change in your work plans~~" Tell then they need to alter the booking details and change the check out date first. Airbnb will handle refunds according to the cancellation policy. Regarding any additional refunds, you could say you would be willing to refund only if you are able to re-book those nights. Emphasize that nothing that can or will be done by you or Airbnb before the booking is modified - and it's the guest's responsibility to modify the booking according to their change in plans. 

IMO, whether or not a host decides to issue a refund beyond what is due per the cancellation policy is something to consider AFTER the booking is modified, AFTER the host payout has been issued properly, AFTER airbnb issues whatever refund is due to the guest per the cancellation policy, AFTER you have inspected your listing and have confirmed there is no excessive mess/trash/damage and the guest has actually left, and AFTER your listing was open for last-minute bookings for the dates. Then you can decide what amount of refund seems fair (despite the cancellation policy and depending on whether you were able to re-book any of the dates) and refund accordingly, but make sure the guests understand this is not the norm. 

[Sandra856]

Hi @Jessica-and-Henry0 🙂

If the guest alters the reservation the host will need to confirm and that means that the host won't get refunded according to the cancellation policy. An alteration means that the host accepts to refund remaining days not stayed. When a guest decides to leave early the guest needs to CANCEL (not alter) on their own and the guest will automatically get refunded according to the host's cancelation policy.

@Adell29 The guest will get refunded automatically according to your cancellation policy by the system/airbnb when the guest presses the cancellation button. (they have to do it themselves - don't ever accept "a request to cancel" if you receive such a request). The guest can and should cancel from their side alone and you will get an email about the cancellation. You don't have to do a thing. Just tell the guest that cancellations are always handled by Airbnb and that the system is set up to refund according to the agreement/policy. Make sure to keep all conversation with guests on the airbnb message feed as airbnb support can read it. 

[Jessica-and-Henry0]

@Sandra856 

Thanks for the clarification and yes @Adell29 hosts should NEVER agree/accept "guest requests you cancel" requests. The guest can CANCEL without host permission - I was incorrect in saying they can *modify* the booking without host permission.  Sorry if I caused any confusion. 

Since the booking has already started, the guests will need to CANCEL the remainder of the booking. 

https://www.airbnb.com/help/article/1504/how-does-it-work-if-a-guest-wants-to-change-their-reservati...

[Mike-And-Jane0]

@Adell29 If you accept the change then you will be down on money but should get a crucial good review. I say crucial because as a new host these are gold dust. In your situation I think the good review is worth more than the money..........

[Sandra856]

@Mike-And-Jane0 yes, unfortunately we are hold hostage as hosts when it comes to reviews and refunds etc.

@Adell29 If you refund the guest it is more likely that you will get a good review. And that is important as a New host.