Guests checked in and wants to cancel

[Wendy718]

Hi, the guest last arrived now and they would like to cancel the reservation

[Helen3]

Why does the guest want to cancel @Wendy718 ?

What question do you have for the forum in connection with this cancellation?

If they want to cancel the guest goes into their booking confirmation and hit the cancel button and they will be refunded in line with your cancellaton policy (unless there is something about your listing that is not as described in which case they may be entitled to a higher refund).

[Wendy718]

They said they saw the listing shows small double bed in their Airbnb app. But it shows single bed in mine. So now they complain the room is too small and want to cancel. 

[Jeff158]

@Wendy718 

You need to remove this photo from your listing, its confusing as the bed is made up differently and pictures on the wall are not the same. I actually thought it was another bedroom.

[Qier-and-Philippe0]

@Wendy718 

There is a lot of confusion of your photos.

Your photos show three different double bedrooms and two different single bedrooms.We can see different pictures on the wall, different sheets and different colors of furniture.

You have two listing. Maybe you just mixed the pictures? You had better just put the related photos for each listing.

And you have some problem of the sleeping arrangement. As described in your listing, you have a queen bed for two, a double bed for two, and a couch for? If you want to host 4 guests, just show the sleeping arrangement for 4. Otherwise, some guests will book for 4 and sneak in a fifth.

[Qier-and-Philippe0]

@Wendy718 

I think your guests booked the other listing with a single bedroom and a double bedroom.

However, your photos made them confused. You had better change them. Some Airbnb guest just look the photos and don't read the listing. You may have the same problem in the future.

So you have two appartments, one with two double bedrooms and the other with a single bedroom and a double bedroom?

Just make it clear in the photos.

[Wendy718]

Ok. I see. Thanks 

[Qier-and-Philippe0]

@Wendy718 

I've just had a look at your listings. You removed some photos and changed the sleeping arrangement of one listing. Well-done.

But you have another problem with one listing. You don't have any information about the check in and check out time.  A booking through airbnb is an agreement/contract between guest and host. In this case, the guest who book for one night can check in at 0:01 the first day and leave at 23:59 the next day. And you can't do nothing. I don't think it's what you want.

And you house rules are nearly empty. Airbnb is all about contract. You may run into trouble with some picky guests. I see you are a new host. Maybe you can spend some time on reading the house rules of other superhost, and then you can decide what you want to put in yours.

**bleep** luck.