Guest changing a reservation.

[Maria449]

I have guests that were supposed to come tomorrow but now want to change the reservation for the next day and they let me know very late (I have a flexible cancellation police but this was with less time that is given to cancel).
The reason is that the weather was bad to day and they could not do what they were gonna today because of the weather so they wanna delay there stay by one day.
I have been very accomodating with them so far but I had already offer to drive them to the airport bus station in the middle of the night when they leave. They asked me yesterday if they could add another guest for one night (the first night) which states on my listings description that any guests after four would be charged but they did not change the reservation nor offered to pay for the extra guest.
They also want to check in early on the day of there arrival but still want a full refund for the first day.
I usually go out of my way for my guests and I am happy to do it but these guests are really not making it easy for me..
I guess I want to know what other people would do in this situation, would you allow the change in the reservation?

[Alice-and-Jeff0]

Personally, no, I would not change it because, at this late date, I cannot book it to anyone else - thus the Cancellation Policy.  Do not feel like you have to be beholden to their every whim and fancy.  You can be sorry that they experienced bad weather and explain that they can put in for a cancellation with Airbnb to determine if they meat the Extenuation Circumstances policy for getting a refund, but that's not for you to decide.  

[Maria449]

My thoughts exactly, but I guess I am also worried about having them staying at my apartment after I refuse there request. Feel like that it would get painfully akward to meet them and show them around.. I don´t know, I really don´t like being in this situation.

[Helen3]

Hi @Maria449

No reason for you to feel awkward, they should feel awkward for messing you about. Just remain polite and professional. Remember you are running a business not having friends to stay 🙂

And why do you need to drive them to the airport - they can get a taxi. Find out details of a local company they can use and you can share this with them so they can make arrangements.

Do as suggested and say you are happy to extend their stay. Then go into your reservation and amend the booking for the extra day and add the extra person for one night.

Then message them and say that you are happy to accommodate their last minute changes and have amended the booking to reflect that. Ask them to please accept the ammendment before arrival.

Confirm that you are happy to accomodate them during your check in period (why do you have it till 2.00 a.m. most hosts offer it up to 11 p.m.)and give them details of local left luggage places if they want to arrive early. They can leave their luggage and sight see until your check in time. 

If they don't accept it before arrival,  when they arrive before you show them around sit they down with a hot drink and ask them to log onto their booking and accept the changes they have asked for. Say that you think they have forgotten to do this, so can they do this now, so you are both covered for the correct number of people staying and the correct number of days. Do not let them settle in and say they will do it later...they won't and then things will become awkward.

 To be honest these guests have some many red flags (danger signs) that I wouldn't have accepted them, but as hosts we learn this the more we host.

[Maria449]

Hi Helen

Thank your for your help, I have never really felt this annoyed before but usually I love hosting and helping guests out so this has been a bit of a bummer and of course an eye opener for me.

The reasons why I offerd to drive them to the airport bus station are, I always meet people when they are checking out (to say goodbye and of course to see if my apartment is okay but I feel like if people know I will meet them when they are leaving then they might put more efford in to leaving the apartment in a better condition). And since I a am waking up in the middle of the night to see them off then I might as well drive them but then I can also make sure that they make as little noise when they are leaving so my neighbors wont be botherd. 

Maybe Im am just over thinking it ;/

I have never had problems before with other guests and I always have a chat with everybody before accepting there booking request and these people had good reviews (exept one but that was because one host was angry at them for arriving an half an hour later then was talked about, which for me is not a problem since I know how hard it is to set an exact time when you are traveling in a country you are not familiar with).

I will definitely learn from this experience ..

Thank you Helen, I feel alot better having had answears from you, Alice and Jeff..

[Andrew1782]

That’s a great reply, Alice and Jeff. Thanks, it helps me too