Guest cancels on morning of booking - what to do?

[Wendy-And-Wes0]

Hi there - apologies if this is a simple question, we're quite new at AirBnb. I hope I can get some quick answers.

A guest has just messaged me saying they cannot make it. The booking is for today - we've received the message at 8.30am saying "sorry we can't make it, something has come up - you can make your place available again".

Can I get some quick advice on how to proceed? We have our cancellation policy set to 'medium'.

I want to avoid any negative feedback ...

Thanks

[Raffaele-and-Astrid0]

Hi @Wendy-And-Wes0

the right procedure is that the guest have to cancel the booking and asking for refound, if is possible, in this case he get this:

-  If the guest cancels less than 5 days in advance, the first night is non-refundable but 50% of the accommodation fees for remaining nights will be refunded.

https://www.airbnb.com.au/home/cancellation_policies#moderate

so you have to do anything, just suggest to him to follow the procedure through the website. here is the link: 

https://www.airbnb.com.au/help/article/169/i-m-a-guest--how-do-i-cancel-my-reservation

DO NOT cancel in his behalf.

Cheers Raf

[Wendy-And-Wes0]

Thanks Raf and David. We've sent him a message according to your suggestion...  thanks very much for the input! Much appreciated.

Cheers

[David126]

If they have not cancelled through the system you can thank them for their message and remind them to do so.

[Wendy-And-Wes0]

Honestly, I'm not too distressed about losing 1 night's fee ... if the refund process is easy and doesn't have any negative consequences for us.

I don't want to have any negative feedback from him - if he doesn't get a refund (because it's a late attempt to cancel), will he be able to leave negative feedback - as if he had stayed the night?

[Raffaele-and-Astrid0]

@Wendy-And-Wes0

this is how works Airbnb, why he have to be mad with you?

he get back what is suppose to get. 

after that he completed the procedure, if you like you can full refound the remain part, but I not see why.

rember that he have to cancel, if you do that in his behalf, this is what happen to you, plus 100 dollar penalty: 

https://www.airbnb.com.au/help/article/990/i-m-a-host--what-penalties-apply-if-i-need-to-cancel-a-re...

inform him with the link that I gave to you. that's it.

Cheers Raf