Guest cancels 4 day reservation the evening of the fourth day

[Alessio75]

Hello, I'm a newly host. In the last month, I hosted 5 groups with a 5 stars feedback from all of them. My sixth guest was a not really communicative guy travelling for work who booked a 4-night stay. The morning of the fourth day he wasn't in the room, which he had left open, and since his stuff wasn't there I supposed he had left. But he did it without sending a message or leaving a note, so I didn't touch anything in the room. At 9:35 pm of the fourth day he cancelled the reservation, with a message stating he had to change his plan and couldn't tell me earlier. According to the flexible refunding policy, if I'm not wrong, he is entitled to get refunded for all the nights he doesn't spend on my place 24h after the cancellation happened. Which in my case sums to zero. I have no intention to refund him anything, when I would have agreed to change his reservation if he had asked (as I did in another case). My doubt is, do I need to file a warning/complaint to let Airbnb know about the situation? Since cancelling the reservation my guest stated that he never checked in and from the Terms and Conditions I can't understand if I need to move first or just await to know that everything's fine.

Thanks.

[Linda108]

If the guest cancelled, @Alessio75, Air BNB will process the cancellation according to your cancellation policy.  As you have been paid for the 4 days, you are not under any obligation to do anything else.  Just wait.

[Alessio75]

Thanks, Linda.

[Nev0]

Hi-  contact AirBnB through Twitter  send them a message  @airbnbhelp and ask for a Case Manager to call you- give them best contact.  If he's disputing that he never even came when he did indeed- you need AirBnB to know those facts.  

[Annette33]

yes, @Alessio75 , I would follow @Nev0 's advice to get in touch with Airbnb about this. The cancellation is one thing and he is too late to get anything back, but to now say he never stayed at your place is another matter and I would let Airbnb know about this. Twitter is good. I would also no longer communicate with  that guest. In any case, make sure all communication is always on the Airbnb platform.

[Branka-and-Silvia0]

@Alessio75 you got good advices from @Annette33 and others but in the future, to prevent the same in the future you can ask your guests their photo ID, write down on the paper all their personal info and let them sign it. We have a registration form and do it with all our guests. It is a proof our guests really did check in and in the same time we know the identity of our guests .

[Alessio75]

Thanks to all for the good advice, especially about using Twitter to get in touch with a manager (I had no idea how to do it). I will follow your suggestions.