Guest wants to leave early with refund

[Jade18]

Guests booked 30 nights and checked in ok. And now they want to stay only 3 nights and ask me to refund 27 nights. ( nothing wrong with my property. For other reason) My policy is Moderate. However I understand 28 nights and more reservation is automatically Long Term with 30 days notice required from the Guest. Is that correct? Where do I stand? I worry that if I refuse they may damage the property or something.

[Letti0]

@Hannah0 I beleve if they cancel they will be refunded by AirBnB based on your policy. 

Cancellations

Flexible

Cancel up to 24 hours before check in and get a full refund (minus service fees). Cancel within 24 hours of your trip and the first night is non-refundable. Service fees are refunded when cancellation happens before check in and within 48 hours of booking.

Get details

[David126]

Sounds to me like an extenuating circumstances situation.

[Christos3]

Guest of mine checked in last night and left this morning! Complained that she did not find things in the apartment that were never described in my listing with fotos. 

Now she she is asking for a full refund plus Airbnb commission. 

How do I deal with that? 

[Polly17]

Hi Christo,

I would not refund the remaining nights when guests leave earlyaccording to my strict cancellation policy.  

[Christos3]

Thank you Polly!

What’s the Airbnb’s policy? Should I tell them to contact Airbnb? And what about a negative rating if they do so? 

Thanks! 

[Polly17]

What cancellation policy shown on your listing? Yes, you should tell them to contact Airbnb. You can respond to their negative rating if they did. 

[Helen3]

Hi @Christos3

This is not about Airbnb's policy, this is about what cancellation policy you have chosen. Do not accept an alteration.

Be clear with your guest. Your listing is exactly as described and in the photos.

You are sorry that she wants additional facilities that are not advertised as being part of the listing and as a result want to leave. That if she chooses to do so,  this will be in line with your cancellation policy and something she needs to do through Airbnb.

I'm sure as a Superhost, you are familiar with Airbnb's Help Centre. Do have a wonder over there and it will remind you about the cancellation policy you are using and other FAQs.

Do make sure you keep all communication on Airbnb and give them a call to flag with them as to what has happened.

They may ask you to voluntarily refund this guest. In your situation I would decline.

Some guests can be spiteful and leave a negative review for no reason. If she does show, you can ask Airbnb to remove (unlikely) or respond.

[Polly17]

Absolutely agree with Helen