Cancelled and then rebooked by new guest

[Susan75]

I had a guest cancel two days before booking due to pneumonia in one lung.  I got notification from AirBNB that I would receive about $300 from that...which is all fine.  

However, then a new guest booked for those same days and I am feeling like I should refund that $300 to the first guy - the one who cancelled.   My thinking is that since I am not out any money...I should return the first guy's money. 

Am I crazy?

Susan

[Luis-and-Tati0 · Accepted solution]

Hi @Susan75

No, you are not crazy... 

I don't what to say about that... Certainly this time worked out on your favor!!

What if you are not that lucky next time... or your guest keeping doing that because he thinks it's cool...

I would refund 1/2 of the money kept...  But only you can decide... I don't know how was the negociation with the first guest...

Luis

[Susan75]

Thanks Luis, in any case I will wait until the rental is completed and the money all paid before I decide.    The good news is the second rental is even one day longer:)

[Max7]

@Susan75 If you Guest cancel reservation because he was ill and could not travel , he will sooner or later contact Airbnb. 

If he can provide documentacion he will get full refund 

https://www.airbnb.com/help/article/934/what-extenuating-circumstances-are-eligible-for-a-refund

Regards

M

[Deborah1]

In this case (when I can re-book), I refund minus a small service fee of about $20. It does not seem fair to collect twice for the same room. I would want someone to do the same for me.

[Helen3]

Why not donate it to a local homeless charity?

[Tony-and-Liza0]

We allow instant booking and want guests to go through the verification process and provide government ID. We had a young man book without government ID and we accepted his request. He is local and says he wants to spend time with his girlfriend. Two days later at 2:45 am he cancels the reservation stating person matters arose and they can't take their scheduled vacation. We're okay with that as we have a flexible cancellation policy and honestly weren't completely comfortable.  Not sure why, something seemed 'off'? He's now messaged and says he's made a mistake they are able to get away and is the same time frame still available. Mind you, he just cancelled at 3am and now at 7pm is saying it's a go. How should this be handled? We're new and focusing on providing a great experience and want to be open to all but his cancellation and timing of it all seems odd. We are open and trusting people. At what point does one say okay versus we don't want to be taken advantage. We could use some guidance from seasoned/experienced hosts. Thanks in advance.

[Cynthia-and-Chris1]

@Tony-and-Liza0  Go with your gut.  If something feels "off," politely respond saying you're glad he worked out his situation, but you've since offered the room to family (or any other excuse) during that time and you'll no longer be able to accommodate him. 

[Paula-and-Gill0]

I had a boyfriend make an inquiry. His girlfriend then booked. She then cancels and he rebooks at a lower price. Has anyone experienced this? Is this a concern?

[Vanessa-and-Kurt0]

She rebooked at a lower price? Did you change your price or offer a special for that day?