Guest is not checking in but hasn't cancelled either - do I advise them what to do?

[Crystal98]

Hi everyone,

I tried searching through the discussion boards but couldn't quite find the answer I was looking for.

I have a guest who will not be checking in due to the weather, however they have not cancelled the reservation. Should I advise them to cancel it?

Also, the bad weather has been talked about all week so they had plenty of time to cancel, but now it is the day of check in, so because they haven't cancelled the flexible cancellation policy says that the first night is non-refundable (they were only staying one night). I am worried they are going to demand their money back because of the weather.... but they had lots of time to cancel. 

Would I also be right in that no reviews should be written?

Advice? Thank you!

[Mike340]

@Crystal98

sounds like they took their chance that the weather might improve....shame it hasnt.

If they think they deserve a refund then they have to request it through AIRBNB, and Airbnb will ask you if you wish to accept their request or decline it. You can state your cancellation policy or maybe offer them a free night in the future. If the booking runs through, without cancellation, then you should consider a review just to say that were unable to stay, because your review statistics may get a hit if you dont(I am just guessing that could happen , on that one)

[Crystal98]

Hi Mike,

Thanks for your advice on this. So you think I should not advise them to cancel? Just let the reservation go through and then they ask for refund afterwards? I'm just wondering if I should say something now. 

I'm new to airbnb, so are they, so I want to be helpful if they don't understand how the system works.

[Cam-And-Shannon0]

Don’t cancel and don’t accept a cancel request if they send one. It’s on them. You are not there mother, not to be mean. We need to treat adults like adults. You are running a business. It is up to them to make their own preparations. You can be helpful and nice but in the end you are not their caretaker. If they want to cancel they will and if not you get paid. I would just let it pass and if they message they message and you can kindly send them to Airbnb help to resolve their issue. 

[Crystal98]

Thank you. I agree with what you're saying. It is up to them to take care of cancelling. I appreciate you confirming my doubts about this situation.

[Cam-And-Shannon0]

It’s hard at first but it gets easier. Just keep clear boundaries and remember it’s your home not theirs. People will always try and take advantage I’ve learned. I just stay positive and nice and send them to Airbnb if you can’t resolve with the person yourself. Hope you have some great experiences and good luck! 

[Shatese0]

I have a flexible check in policy( catering to those with layovers at the nearby airport)  but this is the first time a guest is stalling on letting me know what time they will arrive. I plan my work day around the check in time. I texted and got no response for two weeks. I called today ( reservation is day after tomorrow) and she says she has to get back to me. I want to cancel the trip. The vibes aren't quite right here but I don't want to be penalized. Any suggestions? I'm a new host. 

[John1574]

* * * *

Shatese, sorry, I'm not qualified to answer but by responding this thread it will move back up the forum list and you may get an answer from one of the long time expert hosts on the forum.

Another very informative thread.

[Letti0]

@Shatese0 Do not cancel! There could be a number of reasons she hasn't given you a time yet. Your listing says check in is flexible. If you need to know a few days in advance state this on your listing and in your rules. This women is going by your check in terms, so to her she doesn't really think it matters to you a great deal as your flexible.