Guest cancelled a reservation and request a refund

[Helen11]

Hi, 

My guest just cancelled a reservation starting tomorrow. Since my cancellation policy is "Strict," she only get the cleaning fee back. She started a resolution request to refund her full amount. What should I do? Isn't the cancellation policy there for a reason so I am protected? If I don't agree, will she ask Airbnb to intervene? What would Airbnb do in this case? Anybody has an idea or advice? Thanks!

[Maria-Lurdes0]

Stick to your policy.   You don't have to have any conversation with the guest.   Airbnb SHOULD uphold your policy, although they may contact you to ask if you want to waive the policy and refund the guest.  Just say no!  YOu are not under any obligation to override your policy unless Airbnb determines that the cancelation falls under extenuating circumstances (defined in the TOS). 

The guest should have purchased trip insurance.

[Helen11]

Thanks! The thing is the guest just booked yesterday and she cancelled within 8 hours. Do you still advice this?

[Sean---Enrique0]

If you are required to comment, just advise that, you've spent x amount of days preparing for x guest, and with such a late cancellation we likely will not be able to get another renter which means we would lose the entire rent and that is not fair to us (the host). I just had the same exact thing happen. The day before the guest said sorry we cannot make it, he requested a refund and I said the exact same thing but the automatic cancellation policy took effect, he never opened a claim. But I wish you the best

[Helen11]

Thanks! That's a good idea.

[Sandra126]

Tell her that you are happy to refund in full should you get a last minute booking to cover. Otherwise not. Seems fair to me!

[Filipa16]

Im also with the same problem, my guest cancelled 12 hours before check in. She asked the money back to airbnb, airbnb called me  I said I didnt want to refund, airbnb said I was in my right.

It happens that I have flexible check in, I received an e mail saying that I ill receive my payment after 24 hours of the original check in. Now I dont know how does that work. Or if airbnb is taking some time to make me the payment once it says that the guest asked for the money back. Anyone has any ideia? Thank you very much