Cancellation Exception

[Krystyna1]

Hi Everyone,

I have a guest booked to stay with me who is waiting on hospital appointments - long story short, she may need to cancel the booking a re-book for dates when she can reschedule a hospital appointment. I have a strict cancellation policy - is there anyway I can make an exception for my guest so that she can cancel within 2 days of the booking and still get a full refund? Has anyone expericned this before? My worry is that I tell her to cancel and then I am not able to refund her via Airbnb.

I have just hit all criteria that qualifies me as a Superhost in January, so there is no way I am cancelling as the host 🙂

Any tips would be greatly appreciated!

Krystyna

[Marit-Anne0]

It is fully possible to change the reservation to new dates.

[Krystyna1]

@Marit-Anne0 is this handled by the Host or by the guest?

[Marit-Anne0]

It is possible to handle by both host and guest.

[Krystyna1]

But if the guest does not know the dates yet the only option will be for them to cancel, so how does that work?

[Cynthia-and-Chris1]

You can instruct the guest to cancel, Airbnb will automatically refund them based on your cancellation policy and then you can go into the Resolution Center to refund them the balance out of your own pocket.  Airbnb will deduct the amount you refund them from your next payout.

[Krystyna1]

Thank you @Cynthia-and-Chris1!

[Alice-and-Jeff0]

Please note that they will not get back their Airbnb fees for cancelling unless you pay MORE than what you will receive from your strict cancellation policy.  They will be out those monies with any cancellation that does not meet the Extenuating Circumstances policy.  

Also note, that getting you to refund her for a doctor's appointment that needs to be rebooked sounds a little fishy to me.  

[Carolyn5]

On the reservation request details which appear after a booking is accepted you have the option to change the date. You can do this or just ask the guest to cancel and rebook when she is ready, which might be the better option if you are still unsure.

Cheers,

Carolyn

[David126]

If she can not make plans what is she doing booking somewhere?

Sounds like you are happy with not having a booking at short notice, most people would not.

You can switch your policy to flexible if that is the case.

I would be thinking she could cancel, make her arrangements and then look to reboook if you have availability.

[Krystyna1]

In this case, she had booked with us because her husband is having surgery. But the surgery was just postponed. She will find out on Monday when it will be rescheduled which means she can then move the booking or cancel completely, so, whilst I would be eager to capture a booking at short notice, in this case she has been very genuine and I want to help accomodate her needs.

Thanks for the tips everyone!