A guest wants to cancel their reservation for 7 people

[Debi16]

I've been contacted today by a guest who is due to arrive on Friday with 6 other people.  He says he didn't realise he wasn't booking the whole house or that we had cats as three of them are allergic, wanted me to cancel for him and refund all his money. we have a moderate cancellation policy so given it's under 5 days he was going to have to pay £400 of the £550. he clearly isn't happy and has been hounding me by email all day with emotionally motivated messages. He clearly didn't read any of our profile and wants us to now pay for his mistake!

What refund do people normally give, am I being unreasonable in believing that we should not be penalised for someone being too lazy to read about what he's booking?

thanks

Debi

[Branka-and-Silvia0]

@Debi16

you have set your cancellation policy to protect you from cancellations like this one, right?

[Debi16]

yes we have

[Hilary-And-Ed0]

Just had a look at your listing.  You clearly state that you have cats.  Your guest knew your cancellation policy when he booked, plus you have correctly labelled the lisitng as a private room.  I would say that that is why you have a moderate policy, and it is on the guest to read the listing properly.  

I would recommend you flag the messages, and contact Airbnb to manage this guest.  You are entirely within your rights to not refund and you shouldn't be hounded for it.  Your listing is very clear.