Hello Fellow Airbnber's! I would really appreciate some help with a very odd cancellation and refund request I've just received and do not know quite how to respond to.
On Wednesday this week, 6 November, the guest booked a last-minute 4-night break with her partner. Due to arrive this coming Monday, 11 November.
Last night, 7 November, she contacted me to say she had been "dumped" and although "the refund policy means I’m to late but is there anything you would do?".
I advised the guest to contact Airbnb directly to discuss cancelling her booking or changing her travel dates. Shortly thereafter, the guest then advised she would be coming alone to have some "me time". I responded by saying it sounded like a good plan and I would look forward to meeting her on Monday but if she still wanted to cancel or change her travel dates, it would not a problem i.e. check the cancellation policy, I still get paid.
I have now just received a cancellation notification from the guest and request for a refund of £185 (50% of her stay, as I subscribe to Airbnb's Moderation Cancellation policy) stating "Partner has left me without any notice I got home to find a note Obviously I’m extremely upset and do not want to stay in that was meant to be a romantic getaway Financially any extra refund would be very helpful and appreciated at this stressful time I only booked the break on weds and found out I couldn’t come on the Thursday."
Due to our rural location, last-minute bookings are highly unusual and there was something about the guest when her booking came through, a gut reaction I suppose, that I wasn't surprised she cancelled.
However, as this is my business and the cancellation policies are clearly set out on my listing and the Airbnb website, I do not see why I should refund her any monies. I just want to make sure my response i.e. to decline her request, is fair and final. Note, I haven't yet spoken to Airbnb about this.
Dear NAME,
I am very sorry you hear this (in response to her partner issues) and that you have cancelled your booking.
However, per Airbnb’s Moderate Cancellation policy, to which I subscribe and is clearly explained on their website and you agreed to upon booking - unfortunately, you are not entitled to a full refund.
Regards,
Sarah