Hi
I have a moderate cancellation policy, which the guests agrees to when the reservation is confirmed and paid in pull. A day prior to the guests arriving they wanted to change their two nights stay to one.
On amending the reservation, AirBnB automatically amends the price!?!
By doing this the platform put the ball in my court to decline the amended reservation, as I was not willing to sacrafice an evenings booking income, based on PRINCIPAL.
I was only willing to do a full refund if someone else booked the evening they were cancelling, which I felf was more than fair.
I was very polite about it and the guest understood my reason for not allowing the refund, However, they marked me down in my review.
This could have been avoided IF the platform stuck with the agreed upon cancellation policy and didn't make room for a refund. (The host can do a refund by sending money if they chose to, but then atleast the guest doesn't have an entitled expectation to the refund)
The cancellation policy is there for BOTH guest and host - the platform needs to support us on this.
Regards
Melissa
Melissa Lee Bezuidenhoudt