Guest no longer intends to stay, but has not / will not cancel booking

[Emma132]

I have a guest who booked this morning. Firstly, incorrectly, for only 3 adults, but in the message told me that it was a group of 6. I responded, with the amended booking request. Guest happily accepted. Tonight, she has said there has been an accident of one friends family member. She said they can no longer stay. She wants me to cancel the booking. I advised her that I can't cancel the booking as I will be penalised, fees and then unable to rebook. She offered to reimburse me the fees. I said I cannot do that, and have asked her to cancel her booking as she does not intend to stay, and I need the dates opens up so I an get another booking, it is a very popular long weekend and we get a lot of visitors. I am concerned she ig going for the extenuating refund policy, but where will that leave me? Out of pocket and unable to get another booking. Her reservation is only 2 days away. And my cancelation policy is strict. 

[Emma132]

It is a very important public holiday. Waitangi Day commemorates a significant day in NZ history, and we are 20mins away from Waitangi Treaty grounds and get many visitors for this public holiday

[Andrea590]

@Emma132

If it was me, I'd get on the phone to ABB helpdesk and ask them how to proceed further.

They might take it upon themselves to contact guest. If you get an email from ABB asking if you accept guest's cancellation,

DO NOT AGREE, but check the box saying you would be perfectly happy to host them.

Why? If you accept, then you agree that the cancellation has been your wish and it is bounced back to you with all penalties.

When checking the other box you are in fact saying that the cancellation is guest's wish.

If they indeed had an accident, then ABB would see that as extenuating circumstances and cancel them free of cost.

[Emma132]

Hi Andrea! Thank you for your reply! I will give Airbnb a call and try to discuss this with them. I am confused what to do, all I know is that guest does not intend to stay, she is going for a full refund, which she will probably get, but why won't she cancel the booking? I feel like she is trying to force me into it, so the whole process is easier for her! 

[Andrea9]

@Emma132

She will be losing her booking fee, and more depending on your cancellation setting. So yes, she'll want you to cancel which technically isn't fair.

I've always had really nice ABB people on the phone when I needed help, not always the most experienced, but very nice. They have insight into your booking message thread, so there's proof to guest wanting to cancel.

Also, explain that it's regrettable that guest wants to cancel but is not reacting and that if nothing happens you will be losing all possibility of getting the room rebooked on such short notice. Good luck!

[Emma132]

Hi Andrea, yes unfortunately for her, my policy is "strict" and she wants to cancel her booking which is now only 2 nights away. I have sent guest another message this morning kindly asking her to cancel again. No response. And I have emailed Airbnb, I had no luck trying to find their contact details, such as a ph number! So I see why she, the guest is upset, but I have told her she can apply for extenuating circumstances, but please just cancel booking so I can try rebook. 

[David126]

One of the major holes in the AirBnB system is allowing Guest to wait out Extenuating Circumstances, seems no difference if the use it as soon as they know, or even after they should have stayed.

No way I know of contacting ABB by email, Twitter or Facebook seems best of you can not get through on the phone.

[Emma132]

Hi David! I would have to agree! It is a major loophole which really works against us! There should still be some compensation for the host if they suffer loss of earnings due to the guest being unfair, it would seem, intentionally! I found Airbnb ph number, but after 2 failed calls, waiting a very long time I have decided to call back in an hour or so, although I would really like to have this matter dealt with ASAP. Thanks for your reply. Much appreciated!!

[Andrea9]

@Emma132

I'm on the go right now, but if you go to the CC Hosts page one of the first postings has a link to the phone #s.

[Emma132]

I am hoping Airbnb reply to my email / message wuickly and possibly intervene? Thank you for you reply much appreciated! 

[Dee9]

Let her cancel the booking or let the booking stand as it is. Either way the ball is in her court. If she tries to get her money back, then Airbnb wil decide the outcome. She may or she may not. I wouldnt sweat it!

Airbnb will not get back to you fast enough. You can contact them faster on facebook or twitter @airbnbhelp but like i said, i would just wait it out. Its her problem, not yours!

[Linda108]

@Emma132  If I am understanding your concern correctly, you want to be able to book these days due to the festival.  You are concerned Air BNB will allow the guest to cancel without penalty due to extenuating circumstances, but meanwhile your days are not open to be rebooked.  You definitely need to speak with someone at Air BNB.  I have the best luck calling at very early in the morning, usually around 5 AM.  Meanwhile you should send a message via Twitter.  Make sure all your message to the guest are up to date so it will show that the guest wants to cancel due to a friend's family accident.  

[Graham-And-Michelle0]

Emma the New Zealand number is 04 880 888

we have always has a helpful response.

hope this helps.

michelle

[Stephanie229]

How did that work out Emma? I had my first last minute cancellation this past week - and I had 2 of them.