Cancellation Questions

[Annmarie2]

I need help. I have a 10 Guest limit on my rental and I have guess that just arrived looking to try and add 6 more people upon arival totaling 16 guests in all. We have explained the situation to them and the listing clearly states no more then 10 people and no parties or gatherings at the house. They are also aware that day guests are included in the total of 10, so no more then 10 people in the house day or night and they initially agreed to that. But now upon arrival there are 16 and I do not know what to do. How do I cancel their resevation? Or can I cancel? What can I do? 

[David126]

Remind them that only 10 guests are allowed on the premises or do you want to cancel the booking? Contact AirBnB in the later case.

[Ed-and-Hugh0]

@Annmarie2 Do not cancel or you will be subject to severe penalties. Ask them to cancel. If they don't, contact Airbnb and explain the situation and ask them to cancel without penalty.

[Brian31]

Hi guys,

In reference to a cancellation; I had a guest cancel.  First time Ive ever had to deal with a cancellation by the way.  She explained to me, one day after making her reservation, that her husband could not get the time off work and they had to cancel.  Her reservation was a month out which fit well within my strict cancellation policy.  I told her to go ahead and cancel and she should be able to get a full refund as far as I was concerned. 

We received no payout for the reservation or the cancellation.  She has informed me that ABNB debited her CC and she has sent me a request for $300. Do you have a recommendation or a way to contact Airbnb?  I am a superhost and I thought I could call Airbnb but I do not have that information. 

Thanks!

[David126]

You can call ABB, but easiest way would be to agree the refund through the system. They will not get their ABB fees back.

[Brian31]

Thanks David,

The problem is, ABNB said that the money comes from my future payouts when I never received any money from the reservation.  Therefore the money comes out of my pocket. 

[David126]

I think what they mean is that due to your policy you get paid and then that payment would be the payout that is used for the refund.

If that makes sense.

[Brian31]

Thank you David.  It does make sense now.  I was able to refund their reservation cost by going to their reservation/cancellation and clicking on refund guest.  It all worked out in the end.  Thanks to you and other members, I now understand how it works. 

Thanks! 

Brian 

[Stephanie57]

Hi David and Brian-

I am in a bit of a similar situation.  The guest needs to cancel and I'm completely amenable to it, because her group size changed.  

I have a strict cancelation policy on my property, yet for this situation I'd like to refund her in full.  

Is this possible with the 'Refund Guest' option?  ALSO- Does this give her a negative review? I really am fine with the cancellation and do not want her to be penalized.

[Brittany1]

@Brian31

You don't get paid until the guests checks in. So if you want to refund the guest the total amount it will just mean you are never paid that amount at the time they were supposed to check-in. It is not coming from your pocket.

Just a suggestion..we have a strict cancellation policy so whenever a guest cancels we tell them that they will be getting half of their reservation cost and the cleaning fee back immediately. But the other half of the reservation cost and the airbnb fees will be withheld. We do not credit our guests the second half unless we are able to rerent the days they were going to stay.

[Brittany1]

@Brian31

Just to be clear, the guest should have received half of their reservation cost minus airbnb fees when they cancelled. The second half is not automatic because you have a strict policy. If you want to refund them you can do it at www.airbnb.com/resolutions

Just select the reservation from the scroll down menu on the left, select the reason then it will tell you how much more you are able to refund them.

[Brian31]

Thanks! 

I was able to reach Airbnb.  Apparently you can override your refund policy by going to "your reservations", scroll down to the cancellation for that guest and simply click on "refund guest".  

Thank you for your respose! 

[Brian31]

Thats a good idea. I didn't realize that Airbnb still paid me as a host at the time of the reservation.  Great info! 

[Mary117]

and how do we  call ABNB? There is not telephone anywhere! SO FRUSTRATING!!!!!

[Annmarie2]

Thank you for the nformation.  We did have them cancel and they found a place close by and booked that. Hopefully everyone will come out okay.  I am planning on giving their money back whatever I receive because they were nice up front about the situation getting out of hand on their end.  I know I don't have to but it seems like the right thing to do in this situation.  i am going to state my policies even more clearly and restate in the communication with them before booking.  I am living and learning everyday. Thank you everyone for being so helpful and supportive:)