An update on changes to the Strict cancellation policy

[Lizzie]

Hello everyone,

We recently announced that we’re updating our Strict cancellation policy. Starting May 1, 2018, guests will have the option to cancel for free within 48 hours of booking, as long as their check-in date is at least 14 days away.

In response to this announcement, many of you voiced concerns about Airbnb sharing your details with guests who may cancel. We take your privacy very seriously, so thank you for that feedback—it inspired important updates that give you more control over when your listing details and contact information are shared with guests.  

Here’s how we’re addressing your concerns

You can choose not to share your address, phone number, and last name with guests during the period that they can cancel for free. Guests will never see these details if they cancel their reservation during the free cancellation window.

To use this feature, go to Listing > Listing details > Edit location in your Airbnb account. Under Visibility for booked guests, check the box next to Share details with guests after the free cancellation period.  

This feature will be available to all hosts on May 1, regardless of their cancellation policy (Strict, Flexible, Moderate). And just in case you missed the announcement, here’s what’s changing for hosts who have a Strict cancellation policy:

• Guests will get a full refund if they cancel within 48 hours of booking, as long as their check-in date is at least 14 days away. This means that even if a guest books a reservation months in advance, they’re only able to get a full refund if they cancel within the first 48 hours after booking.  
• Guests can only get 3 full refunds per year. After that, guests will no longer be able to cancel for free.
• To discourage guests from making multiple reservations for the same dates and then cancelling, overlapping reservations aren’t eligible for a full refund.

This change helps hosts with a Strict cancellation policy compete with listings that offer guests more flexibility. Guests feel more confident booking reservations that give them room to make changes or fix booking mistakes immediately. The updated policy gives guests this flexibility, but only for 48 hours after they book.

Airbnb is committed to the success of all hosts and we know changes impact how you work. We don’t make changes like these without extensive testing, and after we change the policy on May 1st, we’ll continue to monitor the impact by providing the grace period to a portion of guests before making it available to all guests. As we roll this out, we’ll continue to listen to your valuable feedback.

Thanks,

Lizzie

[Simon429]

Hello, 

As a guest, the new cancelation policy phrasing on strick (grace Period) as led to a situation where I thought I could cancel and found I could not. 

The initial short statement on cancellation calls for reading through the details which I did. 

The graphics explaining that the full refund for cancelation is happening until up to 48 hours after booking in a time frame not closer than 14 days from the check-in is a bit confusing. 

I took my booking decision (with the possibility of canceling)  based on the green zone going over the 48 hours but not within 14 days prior to check-in. 

Playing with words and semantic and visual representation of complex concepts, I agree. However, I land on a booking that I do not want to keep and for which I'm losing 350CAD$ based on a misunderstanding.

Do you have any options for that. 

Simon - usually a host. 

[Charles273]

Great job Lizie

[Janet337]

Hi everyone I've only realised this new policy will affect me because I'm not in a "high traffic" area being in the bush in regional NSW Australia.  I'd like to ask if, during the 48 hour grace period where the guest has the option to cancel for free, will the calendar remain "unblocked"?  It should in my opinion because if the guest has the "opt out" option, it's not really a booking until the 48hours has passed.  

[Reed10]

This is a terrible policy! This policy will cost hosts money because two weeks is simply not enough time to rebook at the same price. Airbnb is a bigger organization now and they don’t care about their hosts only how they can maximize their own profits. Shameful very shameful! I will look to my business elsewhere

[Ricardo518]

When I check the box and clicl save nothing happens, it seems that is there to say that is there but it won't work. What is the deal with Airbnb???

Visibility for booked guests

Share details after the free cancellation periodChecking this box means guests won’t see your address, last name, or phone number while they’re able to cancel for free. After the free cancellation window, we’ll send guests this information. While this option gives you additional privacy, it can make it harder for guests to plan their trip.

[Mike246]

So still nothing?!  I already asked Airbnb .. "Please make a non-refundable option with a 24hr Free Cancellation period".

I want to re-list rooms and make extended dates for future bookings available, but until then, only offering 1 room within a 14 day period to achieve my "Non-refundable" Rates.

Ugh 🙄 (eyroll emoji) 

[Ray107]

Lizzie,

NO WAY THIS POLICY WILL WORK WITH A VACATION RENTAL, NO WAY.

WE HAVE GROSSED OVER 125K PER YEAR, THIS KILLED IT FOR ME.

VACATION RENTAL  BIZ WOULD DIE WITH THIS,

I HAVE BLOCKED ALL SUMMER WEEKS OUT FOR THE FORESEEABLE FUTURE TO AIRBNB, HOLIDAYS AND WEEKENDS, THEY WILL ONLY GET THE CRUMBS THAT ARE LEFT.

AIRBNB IS GOING THE SAME DIRECTION AS VRBO, YOU WILL GREED YOUR WAY RIGHT ON OUT THE DOOR.

GOOD BYE

[Martine434]

I totally disagree with this strict policy enhancement.  48 hours is not enough for the host to replace a cancelled booking.  This policy is in our disadvantage.  I have my home on another website service where it allows me to set my own policy where I state 60 days prior to arrival.  

[Noor18]

Hello Airbnb ... Why every one or two days ahead there always blocked our place. Though our room is always ready. guests from Airbnb are drastically reduced ... Airbnb Notice to my mobile is missing

kindly,

Noor Ibrahim

Stone House Castle Yogyakarta

[Diane401]

I do not mind guests cancelling before the 14 days no matter when they booked. We are generally full up and have a waiting list. We are firm about no returns after 14 days.

Diane Tauzer

[Deb125]

Lizzie, I do like that guests have 48 hours to cancel,  sometimes they get carried away, panic and book, haven't checked with the airlines,  whatever..  what I would like to know if a guest cancels after a check in,  do they get a refund from AIRBNB for any reason.. I Do Not Like that particular AIRBNB policy it doesn't mesh with my policy, and feel it should be disallowed.

[Frank233]

Lizzie,

what will the penalty for guest cancellation be (4th cancellation, after 48 hr grace period)?

Do hosts get part of that cancellation penalty paid?

This may sound petty but if a guest books 9 months ahead and cancels 2 months prior the host misses out on countless opportunity and should get part of the cancellation fee.

If cancelled 3 weeks prior, say peak season, Christmas and NYE (busiest time in Sydney), it will be a challenge to fill the gap; at times it's easier at a discounted rate but then the host misses out again.

Perhaps a tiered system might help the host to be comoensated for the effort to communicate (extensively at times) with the guest during th booking process and for the blocked calender time.

Airbnb should reward the host for those efforts and held reservation rather than having the host go empty in the end, a small percentage of the cancellation penalty.

Food for thought.

[Oomesh-Kumarsingh0]

@Lizzie Airbnb should review their policy on this matter.Giving guests the opportunity to cancel within 48hours after they have book is way too much.A maximum of 24hours is enough in my opinion.

Now concerning the privacy of hosts do you know how many hosts provide their contact number and full name and address to guests a few minutes after they have booked? Putting a filter during 48hours can also be stressful for genuine guests who are not planning to cancel.Airbnb you should really listen more to hosts than to guests.Guests have nothing to risk apart from losing a few dollars whereas some hosts are risking their life investment on this platform.Respect us and we will respect you.

[Vic42]

ive never had cancellations now Ive had three in the past two months, are you kidding me? we need someone at airbnb to listen to owners and not be so rude and full of themselves

[Cristina-And-Daniel0]

@Lizzie what we really need is a feature that allows hosts to modify their cancellation policy on specific dates of the year only i.e New Years or Xmas for example. I like to allow my guests Moderate  cancellation but I want to make sure that premium dates cannot be refunded entirely