Guest cancellation

[Emma574]

Hi all,

Looking for some advice if possibe please. 

We have just had a guest cancel due to getting the dates wrong, they have been refunded as per our cancellation policy. They have now put a claim in for £427, we would only receive £412. We are not sure what to do as also they will take the money from our next payment which we can not afford to do.

Thank you for any advice given 

[Linda108]

I see you have a strict cancellation which means if the guest cancels more than 7 days from the check in, they will get a 50% refund.  If they cancel within 7 days of check in, there is no refund unless you authorize one.  If they cancel within 48 hours of making the reservation, they will be refunded the Air BNB fees.  They can ask for the full amount but you do not have to agree.  What I do is stay with my policy but allow that there could be further refund if the dates are booked by someone else.   Would that work in your circumstance?

[Emma574]

They’ve put a claim in for the remaining money. I’ve to respond before tomorrow but I’m not sure if I get charged the service fees. If I’ve read it right the money gets taken from the next payment I’m due from Airbnb. They were due to stay in October which is very frustrating if that’s the case.