Guests' visa denied today by immigration although they have allowed her to stay with me tonight

[Jac1]

My guest arrived today from America early this afternoon today and contacted me at 13:25 to say she had been stopped by immigration who said she did not have the correct Visa so  will not allow her to stay in the UK. Immigration have allowed her to come and stay the night however she must return to the USA tomorrow.

She due to start a 2 month internship on Monday and booked to stay with me for 64 nights.

This booking was made 3 months ago and I have a strict cancellation policy.

I was relying on this booking as with my new job my hours are drastically less.

Does anyone have any advice regarding how this situation fits with the the cancellation policy/  and is it an extenuating circumstance?

Thank you

[Gerry-And-Rashid0]

How unfortunate for her - I would ask her to cancel the reservation asap so that your reservation policy comes into effect.

Then you could, if you wish, say that you will reminburse her for any days that you sell during the time she was meant to stay with you.

[Jac1]

Thank you for your suggestion. Isn't it only fair to reimburse her?

I have been communicating with her all day and it is devastating for her. She should be arriving here soon and I'll greet her with a beer (or 2) and pizza.

[Hugh0]

If you think it is fair to return a payment made to you under an agreement then that is your call.

If the guest applies for a refund for extenuating circumstances, you will find that Airbnb makes you a defacto travel insurer and they will refund the guest without further reference to you, except to inform you that they have taken the money from you. It is their call.

[Jac1]

Thank you Hugh. Good to know!

[Amaris0]

Personally I would refund her under the circumstances as it is out of her control and I'm sure given the choice she would rather stay especially as she has come all the way already, sometimes money takes a back sit. However you would be within your right to follow yor policy guidelines. Go wit your feelings...

I hope you both at least enjoy the pizza and beers tonight :-)....

Ama

[Jac1]

Thanks Ama. Very helpful!

[Helen3 · Accepted solution]

While I can understand she is upset. I don't agree that that this circumstance was beyond her control. A quick check on the British Embassy site would have told her which visa she needed to get to intern here. (normally a Tier 5).  And indeed whether she was eligible to intern in the UK. She for whatever reason didn't do this.

If she came in on a visitor visa but her intention was to work, she would have been refused entry.

[Jac1]

Thank you Helen,

This is very helpful response and as it transpires she told me that her employers did not advise her to get the required visa so in that respect it is their/her error and not in fact an  extenuating circumstance. Her employers paid for her accomodation so I feel less uneasy about any financial loss that might be incurred.