what if guest needs to cancel, hose prefer stay with cancellation policy, guest start to threaten

[Jenny1132]

Hello, I experience now that the guest need to cancel a booking, yet the host prefer stay with cancellation policy, guest does not feel good and wanted to start a lawsuit. what do I do now?

[Jenny1132]

yes, airbnb sent me message yesterday to ask whether i can give a refund, i said i would like to stick with the policy. guest then got upset so she sent this message asking docs or else they may wanted to escalate. it looks like if guest is not accommodated then in the way they want they are angry. 

[Jennifer1421]

@Jenny1132I would tell these guests that they should pursue whatever options they feel they need to, but that you are unable to provide them with the information they are seeking at this time, and that you will not respond to their intimidation further.

You owe them no explanations whatsoever.

The below images are what they saw when they booked, and they agreed to them (one is for a request, and one is for an instant book. In both cases the cancellation policies are right in front of them. Maybe it would help if you could include these in your final reply. Your policy may differ, but the info is very clear for them when they book, as to when they need to cancel for a refund.

[Jenny1132]

in this case just happened, because her tone is in intimidation, I could not and am afraid to even let her change her dates (this way, she won't lost her money). it is very stressful and frustration.