Cancellation

[Maris-Travel0]

Hello,
we have problem reservation number [Personal information hidden] for apartment Nina is cancelled. Guests left apartment after 2 day.
Apartment was not suitable for them beacuse they come with small baby. Guests made reservation for 2 adults and never told us that they will come with small baby. Guests usk us to back money for all days that he didnt stay in apartment. Can you tell us what to do? Can you open available period in our calendar?

Best regards

Emilija

[David126]

@Maris-Travel0

Did they cancel on the system, nothing you do, when they cancel they will be refunded according to your cancellation policy.

[Helen3]

Hello @Maris-Travel0

If something like this happens you need to contact Airbnb straight away. This is a forum for hosts and not something Airbnb monitors.

Message your guests and say you are sorry to hear they have decided not to stay, because they feel it is not suitable for those with a baby. And that had they let you know they were bringing a baby you could have advised them accordingly.

You need to tell the guests via Airbnb messaging that if they want to cancel, then need to do so through Airbnb who will then process the cancellation and any refund.

Do have a look at information around host and guest cancellations on Airbnb Help Centre.

[Natasa5]

Ovo je više kao forum domaćina za razmjenu iskustava, a vaš problem bi se trebao riješavati kroz Centar za posredovanje.

Koliko vidim imate stroge uvjete u slučaju otkaza - "Otkažete li 7 ili manje dana prije početka rezervacije, nećete dobiti povrat novca."

Oni traže povrat, vi na temelju postavki otkaza imate pravo ne vratiti novac jer su oni već napravili check-in i boravili 2 dana.

Pitanje je samo što im nije odgovaralo u apartmanu tj. jel imaju osnove za tražiti povrat na temelju nečeg što niste namjerno rekli i sl.-u tom slučaju je pitanje zašto su čekali 2 dana.

Datumi vjerojatno ostaju blokirani jer čisto sumnjam da će se stvar tako brzo riješiti.