Guest wants a full refund for never arriving

[Ellen333]

Hello,

I have a quick question on an unexpected guest situation. I accepted a guest to stay at my place for about two weeks and since I am abroad I instructed him to self-check in.

Although I’ve messaged him regarding tips on using the place and checking up on him if everything’s going ok - he has never responded. Then earlier today, on the 6th day of his reservation, he messaged that he has been in an hospital and never arrived to the airbnb, thus wants a full refund.

However, I obviously have a refund policy and of course, it’s not fair for me since I could’ve accepted other guests if he had told me so earlier. How should I approach this situation when firstly I’m not even sure he was really in the hospital? 

[Marit-Anne0]

@Ellen333 

The guest should contact airbnb.  If he is really in hospital, he may be able to cancel under the extenuating circumstances clause, but he will have to provide proof to airbnb. 

I know it is not fair and it is one of the features I dislike the most with airbnb, but what can you do ?

If a person is rushed off to hospital in an emergency,  cancelling a booking would probably be the last thing on his/her mind.  Could even have been unconcious.  

If this person really is in hospital, a travel insurance should also cover a non-refundable accomodation booking.