Cancelation of booking on D Day

[Patience1]

Please help :a guest booked in  was happy with the place .I gave him the key he  left at.After 30mnts he came back claiming the place is not suitable.He wants a refund.

After he claimed the place is ok and clean, he turn around and say the place is delapitated there is no security.our house is wall fenced with a remote for the gate. There are other guest staying in the property.

how do i handle  this situation when the guest is not telling the truth cause he cancelled and wants refund.

[Emiel1]

Hi,

You have a flexibel cancellation policy. Guest can cancel the reservation himself within 24 hours, paying only for 1 night. If he wants more refund he should call Airbnb. Best regards, Emiel

[Patience1]

Hi Emiel

Thank you will just wait for AirBnB will respond.

[Matthew285 · Accepted solution]

@Patience1, if the guest wants to cancel, the guest can cancel.

You have already done what you were supposed to do. You do not have to take any further action, and certainly should not have to be the one to do the cancellation.

Leave matters in the hands of the guest and AirBnB.

[Patience1]

Hi Matthew

Thank you very much .