Guest cancelled-asking for full refund

[Crystal1]

I'm fairly new to hosting, had a guest set up a 1 day visit and I have a moderate cancellation policy. He was coming for work and the dates changed, he cancelled 3 days ahead of time. Now he is asking me to refund the full amount.

What is the best thing to do? I don't want to be a jerk, but isn't the whole point of a cancellation policy that you should be sure before you book. But I feel like if I don't do a refund he will leave a bad review?

Advice from those who have done this would be appreciated.

[Marit-Anne0]

If your guest cancelled through the site, he will get refunded according to your cancellation policy and you will have a payout to match.  If he did not stay, he cannot leave a review, so please stick to your cancellation policy.  

[Ed-and-Hugh0]

We include the following with any communication with the guest: "Airbnb and hosts recommend that all travelers have traveler's insurance. All claims for any travel related losses including cancellation fees should be made with your traveler's insurance underwriter."

[Simon36]

Stick to your cancellation policy. You've selected it for a reason and it's their responsibility to see it and make sure the policy suits their requirements and if not to find another room.
You won't be a **bleep** by not giving a refund

[Eileen4]

@Crystal1 What happened with the cancellation? I just had someone cancel because she forgot to renew her passport and won't get it in time. The booking is about 2 1/2 weeks away, but we're still in our low season and I'm not sure I'll get a booking to replace it. I have a strict policy, but she's contacted the resolution centre and put a request in there. I declined to give her a refund, but something tells me she's going to be difficult. Anyone here have an issue like this?

[Crystal1]

@Eileen. I sent an email to the guest that he had cancelled outside of my cancellation policy, but if he rebooked at another date or I filled the vacancy that I would be happy to refund. He had claimed that work cancelled his trip (4 days out) and that he would rebook when he knew the dates. He never rebooked and I never heard another word, so I got paid for the first night (I have a flexible canacellation policy). If you have a strict policy I feel it is on the renter to have everything in order prior to booking. I know that I booked in NYC for the marathon last year on AirBnb and had to cancel because I needed surgery. I lost 50% of my money because they had a strict cancellation and even though I let them know 3 months early, it never even occurred to me to ask for a refund. Rules and policies are there for a reason, not being prepared to me is not a good reason you as a business to lose money.

[Eileen4]

@Crystal1 Thanks...that's how I feel, but I was sent a couple of messages by this guest. When she filed the dispute with Air, she made it sound like the "passport problems" weren't her fault, you know, as if it were happening to her rather than she forgot to take care of the issue. Mind you, in our correspondence, she admits she didn't renew in time, so I'm hoping I'll get the payout. I may be able to fill those days, but as they come closer, I'll have to drop the price. Oh well. Thanks for letting me know!

[Caryn0]

HELP!

I just heard from my guest (I asked her to text me when she got into the house as I won't be there until 6). She wants me to cancel her reservation and give her "what I consider a reasonable" refund because there was "some kind of flying bug in the room".  I asked her if she was ok and that I had no idea what it could be as none of the windows or doors are open.  Maybe a moth?  I have no idea.

WHAT SHOULD I DO?  If she wants to cancel that's her business but she wants "what I consider a reasonable refund" to be given to her.  I don't know what to do!

Thanks,

Caryn

carynschneider@gmail.com

[Joanne---Mike0]

We would not refund for a flying bug that came in the door with her!  I'd apologize for not being there to deal with it immediately, but  HECK no. We aren't that experienced, expecting our 7th booking tonight!  We've been blessed! Nothing but great experiences so far (knocking on wood)! Good luck, let us know, and I hope some more experienced folks will chime in with opinions! I could be worng...has been known to happen!

[Marcus39]

I am sorry, but I just had to cancel a whole week of a booking because of causes that were out of my control. Dont get me wrong, but it's easier to cancel a hotel and the refund is better.

I am fine to not get anything back for a day or two but a whole week, I expect a good 40% refund. instead of the 10% worth of pennies I got. Its just good practice. Sometimes there is no other place to pick that has a different cancellation policy. Hotels tend to agree with the client. AirBnB gives you guys quite a nice deal to take money for no services offered if someone cancels. Ever thought of someone having a low budget (which is why they chose you in the first place?)

I would hope that AirBnB is a progressive and better place and I would do the same if I woudl be host. Instead of being a commercial **bleep** about it.

That's my 5 cents. I would rather in thid digital age be able to negotiate a fair middle-ground rather than sticking to a commercial contract like I can with any other hotel.

No point going AirBnB if that is what I am getting.

[Marit-Anne0]

@Marcus39

Many hotels offer lower non-flexible and non-refundable rates and many are tempted to book the lower price, myself included.  I always ask myself if I am willing to gamble with the amount paid in case I need to change my plans.  I would gamble with one night, but not with a full week.  

[Marcus39]

True. Its surely been my first time where this has happened because the policy wasn't that visible. It was the first time this happened, rarely had to ever cancel. Rarely had to ask for a refund.

I blame it on the visiblity of teh police and the comms layer. And I wont even go into the language barrier and the nonsense AirBnB's messaging just pulled on me and the host.

I am actually saying and I am saying this because I truly believe in the awesomeness of modern digital platforms and services. They should stay as community string as they have been for a good 15-20 years. Let's not start behaving like big corp.