I have minimum stay set and guest booked, but only staying one night...

[Kyle476]

I would like to get someone’s opinion on how I should handle this dilemma...I have a little cottage on my farm and I have had such great luck with Airbnb meeting so many amazing guests, however I also have a 2 night minimum. I had a recent instant booking that I approved for the 2 nights and the guests chose the non-refundable offer and I believe that gives them 15.00 off per night which I wasn’t really even aware of as I’m new to the cancellation choices. However, I can see the benefit as one gets paid no matter what as I have mine on moderate setting with the option of non refundable.

However, after approving the booking I got their note saying that they are coming to town for a wedding and will only be staying one night at my cottage and not the full two I require. They booked two nights however and said they wanted to know if I would work with them regarding the 2 night minimum that I have set.
However, they said if I’m not willing then that’s fine they would just not stay the second night they paid for and understand my minimum stay requirement. I have the 2 night minimum as the cleaning is a lot for just a one night stay. Also, it’s a weekend so I feel I would never usually offer a one night stay on a weekend anyways as it seems more prime time for people to take a short get away. So, I would like your opinion, part of me says give them some of their money back, but then the other part of me knows what it is to do a deep clean after every guest and even deeper due to the recent Covid-19 pandemic. Therefore, I would like to just keep the booking as is due to the weekend dates, and increased cleaning protocols and also since they are getting a $30.00 promotion for going with a non refundable booking Option. However, I feel If I don’t work with them that maybe they will retaliate, or leave a poor review out of spite maybe cause damage to my property? I just have so many thoughts going through my head and I don’t know what to think and or what’s the right thing  to do in this situation.
I always tend to be nice and understanding but sometimes in the end you wish you would have been more firm and say rules are rules...as I have my policy clearly marked on my booking.  But I just don’t know and don’t want to look back and wish I handled it differently... Have any of you ever been in this situation and if so what do you do? Thanks in advance! 🙂

[Sarah977]

@Kyle476  I haven't been in that situation, but it's a good practice as a host to stick to your policies and not make special exceptions for people. These guests already said they understand if you won't refund anything, that they saw you have a 2 night minimum, so I would simply stay on polite, friendly terms with them but firm about sticking to your rules and policies. After all, as you say, you could have gotten a 2 night or more booking for those dates. Try not to overthink it.

Not sure why you think they would write a retaliatory review or damage things, though. It sounds like they just thought it was worth at least asking about a reduction in price, but aren't being pushy.

I have a 3 night minimum myself and I wouldn't acccept less than that, because like you, it simply isn't worth my while to clean for a 1-nighter for what I charge.

If they turn out to be wonderful guests who leave the place super clean the you could always send them back some money after their stay if you feel like it,  but don't even mention that possibility. After all, they could leave it a mess, and then you'll be really happy you didn't back down on the minimum stay charge. And "coming to attend  wedding" can sometimes end up problematic, from posts I've read. Suddenly there are 10 people at the house, getting ready, doing their hair, taking photos, etc, instead of just the 2 people who booked.

I've refunded a guest or two before if they had to cut their stay short, but they didn't ask, I offered. And that was after they had already been in residence for several days (I have a private room home-share), so I knew they weren't slobs or the type who damage things. And it was during my normal off-season- a time when I don't rely on the rental income anyway. 

You might want to rethink that cancellation policy you have for the future, though. There is nothing advantageous to a host to use that non-refundable policy, because Airbnb's Extenuating Circumstances policy will trump it. In other words, if a guest can convince them that they deserve a refund, your non-refundable isn't non-refundable.

[Kyle476]

@Sarah977Thank you so much for your detailed response. It’s comforting to take your advise knowing you are a well experienced host. I truly appreciate it and have taken your advise and reached out to my guest today just explaining again my minimum stay requirement and the reasons why I have it in place and he was more than understanding. Again, thank you and stay well and happy hosting. 

[Cormac0]

@Kyle476 

Keep to your principals and decline the booking, the reason for their visit has nothing to do with you and should not even be considered in the booking process other then they probably leave your place an absolute mess?

Additionally, you could have free loaders staying on your couch...

[Helen350]

@Kyle476  I disagree with @Cormac0 's pessimism. It's possible he may be right, but I've hosted wedding guests ( 1 couple at a time), as have other British hosts, and in no way were our homes used as extensions of the wedding venue. Different guests all book different accommodation before/after the wedding!

I agree Kyle with all your thoughts re what you should do; I'd think the same!

But ultimately, I'd be polite but firm: - They booked 2 nights, they knew there was a 2 night minimum, they got a reduction for the non-refundable option, it was their CHOICE to book 2 nights knowing they only needed one! - You don't have to refund anything! - Don't feel guilty, Kyle, it was the guests' CHOICE!