Guests with short cancellation notice - probable fake sob story

[Teresa102]

Question: What do you hosts do when you get a sob story about the person that 'saved and saved' for the trip and is currently sitting on the road with a blown up car, waiting for the tow truck and now has to use that money *which they don't have since they had to prepay* to fix their car. They want to cancel with less than 48 hours notice on a 4 day stay.

 

My policy is Moderate, hence this guest is up the creek without the paddle. I'm guessing her car is just fine, and she changed her mind. She also sent several emails trying to get deals, book outside of the app, and basically played the 'I'm paying for this all by myself point of view (note: I pay for all my stuff all by myself).

 

I'm thinking nope, but am I just to jaded?

[Sarah977]

@Teresa102  I'd say just offer sympathy for her vehicle dilemma and tell her that she should cancel her booking ASAP and will be automatically refunded by Airbnb according to your cancellation policy. You could tell her that you'll be happy to refund her in full for any of the days you are able to rebook on such short notice.

If Airbnb contacts you, asking you to refund her in full, direct them to read the messages from her where she tried to get you to book outside the platform, badgered for discounts, etc. In fact, you might pre-empt them arbitrarily deciding to fully refund her if she calls them up with the sob story, by letting them know now about her "book outside the platform" attempts. They don't take a favorable view of guests trying to cut them out of their booking fees.

[Linda108]

Maybe a little "jaded" but that means you are experienced, right?  I would refer them to Air BNB to process a cancellation under the policy.  They would need to provide proof of the car issue.  It would be a good idea for you to contact Air BNB and advise of the guest request and that due to previous messages about deals and discounts, you are suspicious of the story.  If the story is provable, how would you feel about some sort of refund?  Or, you could offer a refund based on being able to book the space.

[Teresa102]

If the story is provable I would happily refund 50% to her

[Sarah977]

@Teresa102  Your moderate cancellation policy means that she will automatically be refunded 50% by Airbnb for the nights she didn't stay, except for the first night, which is non-refundable. That has nothing to do with whether you agree to it or not.

If you can rebook the dates, then if you wished to offer to return the other 50% she'll be charged, that's up to you.

[Susan151]

@Teresa102 I had a guest who crashed her car the day before she was to leave NY to come to Boston. Her communication had been great. She had tickets to a show. She was so excited about her trip. No requests for a discount, or to move off-platform, or anything that raised red flags. I did return a bunch of her money since I was able to rebook her days pretty quickly [not normal for me.] She did send me a photo of her car since I was sympathetic.

Your case sounds different. I agree with others. AirBNB is the broker; she should contact them and let them talk about money.

[Teresa102]

Thank you so much for your ideas.  I appreciate them greatly.  Shortly after her request I asked my guest if she could provide a copy of her Tow Bill.  She was due to check in the next day.  She had sent me two emails previously, one via the app and one privately.  I responded via the app.   The private one asked for a credit for future stay, or a refund because she needed the money for her car repairs.  On the second night of her scheduled two day stay she answered my request about a copy of her Tow Bill.  But at that time it was impossible to rent days that had already gone by.  She was due to check out the next morning.  I apologized and told her I couldn’t do anything at that point.  She said she understood that she should have contacted me sooner.  I did offer her a discount on a future stay.  

Thanks again.