Guest cancellation

[Kim916]

Hi,

I have guests that reserved my property for 9 nights but didn't pay attention to the fact that it's a kitchenette. They would like to cancel because of this but she is concerned about her refund.  She booked it for today (2nd)- 11th, which I didn't notice right away but they won't check-in until tomorrow morning at 9:30am.  I thought maybe she did it because her flight arrives so early tomorrow. Any thoughts on how we both make it out of this situation alive? I've only been hosting for a month so any help would be greatly appreciated! 

[Jonathan6]

Work it out with the guest, explain your policy and negotiate a settlment then work it through ABB (resolution center all call Customer Service).   

When the Guest reserved the property they took it off the market, so you have the right to the reservation.  You also have an obligation to mitigate your damages by having it listed promptly to see if you get another reservation (not ABB policy, in most cases the law in a civil suit).