cancellation &refund

cancellation &refund

Hi there,

 

I was informed today that the pool of the complex where I rent my apartment to guests is still closed for the winter period. 

I knew that they close it (it is written in the short description of my listing too) but I didn't pay any attention to the subject (I forgot about it completely to be honest, as the guest didn't even mention or asked me  anything about the pool).

 

My guests, who were supposed to come tomorrow, decided to cancel their stay as soon as I informed them that the pool is closed and they want a full refund.

I am not sure how to do it though.

I have a moderate cancellation policy. They were going to stay for 4 nights. Does that mean that I have to refund the full amount for the first night and 50% on the other 3 nights and the airbnb will refund the other 50% on the 3 nights?

 

Your help will be very much appreciated

2 Replies 2

@Maria496 - No, that's not how it works.  If you cancel the reservation, the guests will be given back 100% of their reservation charges and you will be fined $100.

https://www.airbnb.com/help/article/990/i-m-a-host--what-penalties-apply-if-i-need-to-cancel-a-reser...

If the guest cancels, they  will likely be able to make the case that the listing is not as advertised and will need to take up any refund with Airbnb.  You will likely still be penalized for a host cancel - but it's not clear how Airbnb will handle a pool closure.  The guests need to contact Airbnb.

https://www.airbnb.com/help/article/43/what-happens-if-my-guest-cancels?topic=232

https://www.airbnb.com/help/article/544/what-is-airbnb-s-guest-refund-policy  

In the future, so you understand, if a guest cancels, under a moderate policy, any time before 5 days prior to the reservation, they will be refunded 100% of booking costs except Airbnb fees.  If less than 5 days, they will be refunded from Airbnb only 50% of the booking costs for days after the first one.  24 hours after the date the guest was to check, Airbnb will release your 100% of the first night and 50%of the other days to you. If you would like to refund the guests this money, you need to go to the resolution center and send it to the guests.  This money will come out of your payouts now since you will be paid later for your portion.  

https://www.airbnb.com/home/cancellation_policies#moderate

I have a somewhat similiar problem.  A guest did a last minute booking for my townhouse for 4 nights.   12 hours later he cancelled due to a sick child (measles).  I've told him to go to Airbnb for the full refund as they have his money, not me.  But I'm getting messages from Airbnb saying I must refund the fellow his money and I'm told that money will be deducted from my next payout.  That seems rediculous.  Why should I have to pay the refund when I haven't received the payment in the first place?  I have reservations for 2018.  If one of those reservations were to cancel would I have to wait till the date they booked in 2018 to get paid back the cancellation fee paid by me in May of 2017??  My guest who cancelled paid by Visa.  Last I checked, Visa still does refunds.  Airbnb, give the man a refund to his credit card and don't take money from me that doesn't belong to you.