Guest checking out a day early and wants a refund

[Julie1524]

 I have a guest checked in Thursday check out Tuesday- I got a message from her last night saying they unfortunately need to leave Monday instead and want to know how to get a refund for Monday. Not sure what to say - I can’t fill one day now ?! Thanks for your help.

[Emiel1]

@Julie1524 

You have the "flexible"cancellation policy active on your listing.

It says

"If the guest arrives and decides to leave early, the nightly rate for the nights not spent 24 hours after cancellation are fully refunded."

So if they cancel, the refund (if any and depending on time of cancellation) will be calculated automatically.

Same for if they change (shorten) the reservation.

Please note: you set the cancellation policy, so do not blame the guest if they are refunded.

Best regards,

Emiel

[Julie1524]

thank you for your reply!!! where did you find this wording? and how do I tell that to go about getting this done - sorry new here - not sure how to do this 

[Helen3]

Airbnb Help Centre and the useful forum on here with guides and tutorials are your 'go to's' for the basics around managing your Airbnb business @Julie1524 

Look up cancellation policies on Airbnb Help Centre to help you understand how each policy works. Personally I would never use flexible. I have a strict policy but other others use moderate.

Advise your guest that if they want to cancel they should cancel their booking through Airbnb and Airbnb will process any refund due under the cancellation policy they booked under.

It is in your interest as you have a flexible policy for them to cancel ASAP to maximise your chances of getting a replacement booking.

[Julie1524]

Thank you! That was helpful!

[Romana19]

Nic nevracet,odešli z vlastní vůle,musí nést následky svého rozhodnutí.

[Branka-and-Silvia0 · Accepted solution]

@Julie1524 

look here

https://www.airbnb.com/home/cancellation_policies#flexible

[Julie1524]

Thank you!! Very helpful!