Cancellation

[Amr9]

Dear, 

i have received a customer who booked for a period of 20 days and then they informeed me that they have an emergency and would like to cancel. 

i have already declined other offers; one of them was already staying at my place and was willing to extend but i informed them that they can't because i have made a commitment to another customer.

what do you suggest the course of action that i should take?

first tenant was willing to stay till August 20th and the second booked till August 24th. 

i am thinking of refunding them the 4 days from 21st till 24th. 

what do you think?

TIA

Amr

[Gerry-And-Rashid0]

@Amr9

First of all them them they must cancel the booking - under no circumstances should you do so, nor should you accept an email asking you to allow a cancellation, as this will be marked down as a host cancellation and you will be penalised. Once you receive payment you can then decide how much, if anything to refund.

Remember that emergencies may fall under AirBnBs extenuating circumstances policies so they may be entitled to cancel free of charge any way.

Ask your guest to contact AirBnB, explain the situation and let them make the cancellation.