Cancellation question around a one month booking

[Julz-and-Greg0]

Hi

We have a moderate cancellation policy, and a guest cancelled a one month booking, which she made mid Dec 2017 for all of March 2018.

Airbnb sent her and us a note stating “she would receive $10 of her money back as refund for cancelling. The balance to us”. 

The guest has sent us a request that she feels this is unfair and so requesting we just keep $300 and return the rest of the funds asap.

We believe we should keep some of the funds, due to lost bookings, and would like to resolve this fairly.

What are others thoughts on this matter?

Please help

[Gerry-And-Rashid0]

@Julz-and-Greg0

The guest signed up to your cancellation policy so the strict rule is you keep the money. Personally if I sold any of the nights she had booked I would probably refund a partial amount for those nights at very least.

[Elena87]

@Julz-and-Greg0

If it is a one month booking it would fall under the long term cancellation policy and not your selected moderate policy.

How much did the guest pay and how much of this money do you intend to keep after the guest inconveniencing you calendar for a month?