Guest asking me to cancel a strict cancellation reservation. How should I explain

[Vee8]

My guest booked and decided to cancel but was outside the strict cancellation period.  How can I explain nicely that there is nothing I can do

[Lawrene0]

You just said it, @Vee8 :). There is nothing you can do.

"I'm sorry, [guest name], there is nothing I can do. I am happy to host you if you decide to come. If you decide to cancel, it is between you and Airbnb. They handle all payments."

[Vee8]

This guest booked two different times and is staying now.  He has said” I’ll give you a five star review if I get my refund” for the second portion of his trip.  Which means he will leave me a terrible review if I don’t allow him to cancel.   Uggh I’m stuck and stressed!

[Gordon0]

You've got him by the short and curlies now, @Vee8. If he tries that, Airbnb should take it down (as long as you've got proof, ie via the App). 

While I may have refunded a little if able to rebook, not now. 

Stick to your guns. 

[Lawrene0]

Play hardball then, @Vee8 . You cannot have someone under your roof who is extorting you. Phone Airbnb and explain how awful things are getting, how uncomfortable it is, just what he has said, and ask that he be rehoused now. 

Stay calm. Relate just the facts. 

This is completely up to you, but I think it is what I would do. 

[Jonathan6]

How far in advance is it?  Would you want this guest back?  I personally would offer a partial refund 1/2 with 1/2 to be applied to a future rental.  I would then relist the space and if I rent it out refund the balance.

It is much easier to keep an existing customer then it is to aquire a new one.  A little jesture can go a long way.

Make sure to document it all through ABnB system as they will look at it if you end up with a dispute.

[Gordon0]

Seriouslly, @Jonathan6, you'd do this for somebody who's effectively blackmailing you?

[Jonathan6]

Yes, it creates a win/win.  If they agree, it is highly unlikely that you will get a bad review since you are holding 50% of the guest money.  You are going over and above, so if they leave a bad review you will be able to get ABnB to take it down.  You are getting something 1/2 of the rental and creating the opportunity to get the full rental plus another rental out of the original guest (I would actually list it for 10% off and deduct the 10% from the refund, so I am made whole).  You are creating good will.

I see many host that want to stand on ceremony, but you are running a business, 1st class customer service goes a long way.  I have been doing this for 15 years and understand the value of repeat customers and I have many.

[Gordon0]

If you are happy to be blackmailed, fill your boots, @Jonathan6, but it's not for me.

[Helen3]

I think you have a misunderstanding of how Airbnb works, if you truly believe Airbnb would take down a guest review in the circumstance you state @Jonathan6 

I would never go outside of my cancellation terms, for a guest who literally tries to blackmail me into a refund.

Many of us have been in hospitality/business for many years - its a little patronising for you to imply you have a better understanding of customer service than we do, because you take a different approach to running our Airbnb business .

[Jessica-and-Henry0]

@Vee8 

Tell your guest that hosts face severe penalties for cancelling so you cannot. You don't need to be "nice" about it. It's a fact. 

https://www.airbnb.com/help/article/990/i-m-a-host--what-penalties-apply-if-i-need-to-cancel-a-reser...

If the guest needs to cancel it's up to them to act accordingly. 

https://www.airbnb.com/help/article/311/do-i-get-a-full-refund-if-i-cancel

https://www.airbnb.com/help/article/43/what-happens-if-my-guest-cancels

You have evidence that they tried to extort you. Make it clear to the guest that their tactics won't work.  

Hosts choose a cancellation policy for a reason. Would guests who book a place with a flexible cancellation policy refuse to accept a full refund because "it's not fair" to the host?? 

[Sandra856]

I also have to say seriously @Jonathan6 . He should be banned from airbnb!

"It is much easier to keep an existing customer then it is to aquire a new one" ... Really.. No one should have to tolerate a customer like that.

@Vee8 @I would try and make sure I got the conversation on the message feed so airbnb can read it. Do you have it in writing? And I would not under no circumstances pay him anything. 

What an **bleep** guest! 

[Jonathan6]

I think you the 3  of you that have posted have a very different perspective as you rent out single rooms.  Your interaction level with your guests are much higher and perhaps you need to feel more protective over your property. 

I rent out an entire vacation unit and have will rarely have a fact to face, so perhaps you need to be tougher.  I have guests that have rented from me for going on 15 years, there is a reason for that!

So, please stop taking me to task for wanting to help a host build their business.

[Gordon0]

If being told it's OK to be blackmailed is helping 'a host build their business', thanks all the same, but you can keep the advice.  

[Sandra856]

@Jonathan6 I would feel and act the exact same about being blackmailed not matter what business I was in. You are telling the guy that what he does he can keep on doing. You are rewarding him for being a disrespectful jerk.