can a guest be reimbursed for unused nights?

[Karen190]

I have two guests book in for 3 nights...they arrived today , however one of the guests father has been taken ill and they will leave tomorrow and so not be able to to stay for the other two nights booked...can they be reimbursed and if so how does that work? any help on this would be great; I feel very sorry for these guests. Kind regards, Karen 

[Susan1188]

Depends on your cancellation policy for that booking...  You as a host can always refund whatever you want through the "resolution center".  If you want to refund airbnb service fees (not justified if they checked in and stayed) - you will need to involve CS

[Karen190]

Hi Susan, thanks for your reply...lol I'm not sure of the cancellation policy..ill try to check...I was thinking of saying to the guests that I keep their payment and they can rebook directly with me for another stay ( but then that stay won't be 'covered' by Airbnb...what do you think ? 

[Helen3]

Personally I wouldn't refund guests in these circumstances. That's what travel insurance is for.

You can certainly offer them a discount bid they want to stay another time .

You will have chosen your cancellation policy when you set up your listing @Karen190