Cancellation policy whan flights are cancelled

[Audur0]

Hi,

I would highly appreciate any comments on the situation I have with guests that contact me 3 weeks before arrival and tell me that the airline has cancelled their direct flight to Iceland - saying all flights are now much higher  - they are asking me for a refund but with such short notice I will not be able to book my place... should I refund them fully, partly or not ??

thanks in advance

Auður

[Linda108]

You never know how Air BNB is going to use the extenuating circumstances policy if the guest seeks Air BNB help, @Audur0.  You have a strict cancellation policy so you should get 50%  unless guest is allowed to use extenuating circumstances.  I think you could respond to the guest with understanding and promise to refund the additional 50% should you be able to book other guests.  Then I suggest you call Air BNB and discuss the situation with the representative just to get the issue in the notes.  Worth a try.  Good luck and let us know how this plays out.

[Terri38]

Yikes!  That would be a sistuation beyond the guest's control or expectation.  But surely travel insurance would cover that sort of thing?  Assuming the guest has travel insurance...