2 guests checked in. They just drove off. Then txt me cancelled and want a refund

[Geraldine104]

2 guests checked in. They just drove off. Then txt me cancelled and want a refund

[Ana1136]

@Geraldine104 why did they cancel? 

[Geraldine104]

They said my accommodation was unacceptable, they didn't like the bunk bed. It is clearly described with photos. They were only booked for one night. This has never happened before,  I have excellent reviews and my guests love the bed especially as I have excellent mattresses and toppers.

[Jeff158]

@Geraldine104 

A guest sending you a text does not mean they have cancelled, have you been notified of the cancellation by airbnb.

They have to pay the 1st night and the other nights are refundable with your flexible policy.

Tell them they have to contact customer service who will sort out any refunds according to your cancellation policy, you refund nothing.

[Geraldine104]

Thank you Jeff, I have not been notified by Airbnb, they were only booked for one night so I won't get anyone else now and have lost the booking. I do have flexible cancellation policy but this is not very fair if they cancelled on the night. Will they get a refund still?

[Jeff158]

@Geraldine104  they have to pay for the 1 night booked, if they ask for a refund, refuse and tell them your listing is exactly as described.

Unfortunately they can leave a review and its probably not going to be a good one, don't reply to it before coming back on the forum for advice, we have some excellent review critics who can advise on a good reply.