Guest isn’t coming but hasn’t canceled

[Robert1670]

We have a guest who is scheduled to stay less than a month away. They have notified us that do to an accident they will not be coming. We have talked to them, sent messages, and even one contact from Airbnb support but still no formal cancellation with Airbnb. It is a long term reservation with strict refund policies. We are willing to refund  all but the the time we fill. We are a beach community and this is prime time.  She has not paid the full amount as of yet. Airbnb support has said we could cancel but it sounds like we would pay the penalty. We have people from another site that are interested in reserving out unit. Anyone have an idea on how to get this resolved?

[Emiel1]

@Robert1670 

Strange answer from Airbnb support, because if you cancel as a host you will be (indeed) penalised !

I think you should advice the guest to cancel the reservation, so then at least the dates free up. If reservation is more the 30 nights, even some refund is automatically provided, according the  "long term stay cancellation policy", which is allways attached to long term stays (overruling what is set in the listing).

Best regards,

Emiel

[Ann72]

If you don't want to lose that other booking, you could do an off-platform booking and invoice with Paypal.  Then as soon as the other guest cancels you can block the dates you've booked with the other person.

[Lisa723]

@Robert1670 "We are willing to refund  all but the the time we fill" ... you mean you are willing to refund all the time you rebook, right? Have you made clear to this guest that the longer they delay, the smaller their likely refund?

[Robert1670]

Yes thank you that is what I meant. We have  told them the only way to receive any refund in cancel with Airbnb. Airbnb also has explained this to them. 

[Lisa723]

@Robert1670 that is not the same as pointing out that the refund is likely to shrink as they delay.

[Ange2]

@Robert1670   

Tell them they will not get any refund if they do not cancel now.

And, if you receive an email from Airbnb asking you if you agree to a cancellation DO NOT click 'yes' because it is interpreted by Airbnb as you cancelling (even if the guest has asked you to cancel for them)  you will be penalized.  It's a rather underhanded trick that Airbnb have going, (and some guests do it too, to avoid paying Airbnb service charges)  many hosts are blindsided by it.

[Robert1670 · Accepted solution]

Our problem is solved. After my last communication to the guest they contacted Airbnb and did a formal cancelation which reopened our calendar. Because this was reported as an illness of the guest they received a full refund.   Fingers crossed that we fill the open spot. 

[Gada6]

Dear All,

i am just new to Hosting Airbnb...

How about if the guest isn't coming but hasn't cancelled

And the guest didn't want to refund his/her money (as informed in the inbox conversation).

How should i make the review then...?

Thanks