As a host, would you comply with a full refund request?

Vanessa410
Level 2
West Lafayette, IN

As a host, would you comply with a full refund request?

Hi hosts,

We had a guest cancel the day after check-in and he sent an email requesting a full refund saying he canceled it weeks ago but "somehow it never went through." He also said he emailed but I have no record of this in my emails or notifications. I did receive an email from him just yesterday (the day of cancellation) saying he no longer needs the room. Our policy is "flexible" so he got a partial refund already and I'm wondering how others would handle it if the guest requests the remainder of the refund; would you offer a full refund or a partial amount from what he still owes or none at all?

11 Replies 11
Lisa723
Level 10
Quilcene, WA

Why/how did he check in if he thought he had cancelled?

He didn't physically check-in, he cancelled after his reservation check-in date. 

Cormac0
Level 10
Kraków, Poland

@Vanessa410

 

 

Ask him what is the justification for such a request, does he think renting property is an al la carte option?

 

If he cancelled it weeks ago why did he turn up and stay for a day? Or did he never actually stay but cancelled the day after his supposed check-in?

 

Stick to your cancellation policy and do us all a favour.

 

Thank you.  Correct, he didn't physically check-in, he cancelled after his reservation check-in date. I will stick to my policy.

Sarah977
Level 10
Sayulita, Mexico

This guy seems to be lying to you re cancelling weeks ago, as well as messaging you. Don't offer him any refund.

@Vanessa410

Tell the guest to talk to ABB - they handle cancellations and refunds according to policy. If the guest is not happy they can take it up with ABB. 

 

 

@Vanessa410 you are under no obligation to refund the guest anything more than they already received.

 

Even if the guest indeed attempted to cancel weeks ago (which is doubtful), it did not succeed. That left you with no ability to re-book those nights. The fault is with the guest, who should bear the cost.

 

No further refund.

 

Liusong0
Level 1
Baltimore, MD

My guest ask refund whole payment after oneday check in, He said he killed two rockroaches last night. Should I refund all money?

Ana1136
Level 10
Ohrid, Macedonia (FYROM)

@Liusong0 did you know you have insects before he checked in? I am asking because you are very easily considering giving a refund which sugests you did know and did nothing to eliminate them. If you know for a fact that there are insects than yes, give him a refund, I am sure you wouldn't want to stay with bugs also. And do something to eliminate them before your next guest. But if you are not sure, how can you know if he isn't scamming you just to get his money back and stay for free. First check and then act accordingly.

I never see and heard rockroaches before in the Airbnb unit, this guest is the first one see it.

Helen3
Level 10
Bristol, United Kingdom

Don't rush to refund. It might be genuine or it might be a scammer. Have you been made aware of previous issues.

 

Ask him for photographic evidence. Say you will be getting a specialist to come and review the property and check for signs of infestation.

 

If there is a proven infestation I would refund. Airbnb will not let you use the platform again till you have a certificate to show the place has been treated.