Instant book cancellation and guests would like a refund?

[Pauline32]

Hi, I had a guest 'instant book' yesterday at 6.30pm to stay tonight and after I told them I was actually an hour away from where they thought they wanted to stay, they asked me to cancel it. I agreed but then looked into it and decided against it because of the 'penalties' (this is my first cancellation and potentially only my third guests) There were quite a few messages going back and forward, even one telling me they would leave a nice comment if I cancelled it for them. I said no, so it was eventually cancelled it by them at 11.21pm yesterday evening, now I have a request for their money back. Ive set my refund policy to moderate but in all honesty im not sure how that goes and If i dont reply in 72 hours Airbnb get involved. Im not sure what to do? Its not my fault that they booked the wrong place (they booked it before i could answer their question) but at the same time i feel bad. They have been members since summer 2015.

[Amaris0]

First of all, one a booking is cancelled it is not possible for eirther party to leave a feedback.

Re the refund, this is the rulw that applies to your policy 'If the guest cancels less than 5 days in advance, the first night is non-refundable but the remaining nights will be 50% refunded.' . Inform the guest that they can request a refund via Airbnb and if/ what they get will e determined by Airbnb's cancellaion policy. This way, if they are still unhappy with teh outcome then they can go to Airbnb who will out them straight  and it's less hassel for you.

Hope you get it srted soon.

Ama

[Pauline32]

Thanks Ama.....ill leave it as it is in the resolution centre and see what happens!

[Ricardo71]

I think it is mean to keep any of their money under this particular scenario, it is not like they kept the property off the market for a long time preventing others from booking.  I am sure there is a simple and valid reason on thir end that cause them to book the wrong location... for a few minutes.  I would refund the money on principle, there is no way for them to review you if the cancel so it's about what you feel is right.  Personal matter... Happy hosting!

[Ricardo71]

@Amaris0 you seem super knowledgeable and I wonder if  you know wether guests are still able to call support within 24hrs following the time of booking and cancel without penalty for a full refund.    Was that just a tool for Airbnb to attract guests when we were a new thing and not many trusted us?   Is that still around in any shape or form?  I am curious now and I cannot find the answer!  Thanks!  🙂

[Amaris0]

@Ricardo you are very kind - thank you very much! 

Technically the policy is cancellation policy is effective as soon as the booking is cinfirmed. In this case the moderate policy stands unless, the guest can call Airbnb and explain extenuating circumstances for which proof might be required which is not the case here or if the guest could proof that the property was in fact not where it was listed as being which I don't think was the case here, I think it was more of the guest misunderstanding the location.

The alternative is not guaranteed although possible but a hassle to be honest. The host would need to call Airbnb straightway and slightly plead the guest's case and offer to return the full refund from their end as well, Airbnb night take a view and return in full including their fees but it is a very small window, within 30 minutes to an hour really as it’s not standard policy and it's not guaranteed. Also Airbnb would contact the guest to try to find them alternative accommodation so probably hoping to get their service back albeit via a different host. I've done it twice because on both occasions the guests were brand new,booking was on teh same day  and  I felt bad for them so I contacted Airbnb immediately to explain their position and offer full refund from my end.

Otherwise the host will get 50% based on the moderate policy less the cleaning fees which are always refunded if the guest does not check in.

Hope this helps 🙂

Ama

[Paul179]

How do you contact Airbnb is there a number I can reach them with?

[Marit-Anne0]

Simply do nothing and let the case run it's cause.  They had the opportunity to ask questions before they commited to book - it is not your fault that they did not.  

It is their mistake, let them pay for it.  We pay for our mistakes, that is the normal rule, right ?

Blackmailing you into giving in is not counting for their cause and besides, guests who do not stay are not able to leave reviews, so the threat falls upon it's own sword anyway. 

Good luck 🙂

[Pauline32]

Thank you! I did feel pressured into sending them a refund but I'll see how the resolution centre see it!!

[Ricardo71]

@Merit0 Anne, sorry but that is unethical and mean.  They did not ask any questions and instant booked something for a few minutes and so you are entitled to 50% of a stay you did not provide?  We as a community have a responsibility with Airbnb's reputation if we are to use it as platform for our properties and your approach might not result in those people sharing their great Airbnb  experience with others....

[Marit-Anne0]

@Ricardo71

The situation was - they asked the host to cancel.  Host do not want to do so for obvious reasons.  The guest made a mistake so they should contact airbnb with their case - not cause a lot of work for the host who has done nothing wrong and gets nothing in return. It may have been a genuine mistake but it may also be a sudden change of mind - what do we know ? 

If they had booked the wrong hotel at a non-refundable rate - would they have gotten a refund ? Probably not.  Like hotels, we are running a business, not a charity.  

[Ricardo71]

@Merit0 Anne, I understand your point, we are running a business, just like hotels only that  they are transactional and corporate where we are transitional and unique.   Airbnb is no more that the platform for our  product, our own business.  I'll  not elaborate on how I choose to run mine as it might confuse Pauline who is just starting.  

The way you word it is probably easiest,  simply put in black and white:  

Pauline should not cancel for the guests under any circumstance, and as per moderate cancelation policy she is entitled to 50% of the booking  and she does not have to even answer to the guests emails or worry about a thing because they wont be able to review each other anyways.    Cheers!   🙂

[Ricardo71]

You'll get 50% and whatever cleaning fees, nothing to worry too much about.  

I'll  play  devil's  advocate and note  that the likelyhood that you lost another booking because of the little time they had the calendar blocked is rather slim.   I would give them their money back minus a  fee as there was a cost in getting the place ready.  You can choose to do nothing but I believe in good business.  

In the past it has happened that people would lock in a property early and for a long time for special dates like New Years  and then canceled last minute for whatever reason.  In those cases I had a STRICT cancellation in place and I offered an arrangement similar to what is used it the Travel Industry:   The guest gets whatever money I was able to recover from a booking t over the days they canceled, so if the place does not book they do not get any money back, they do recover some if it does.  

[Marit-Anne0]

@Ricardo71

The calendar does not clear unless there is a cancellation in place.  They asked the host to cancel with all the implications that would cause.  The penalties are hard when the host cancel and personally I would not want to take onboard those penalties because somebody else made a mistake.  They were free to cancel at their end or involve airbnb and plead their case.

[Ricardo71]

@Marit-Anne0  at no point I suggested he cancels for them, that would be crazy.  I am only taking about what I would personally do about the refund once they cancel.   Also,  correct me if I am wrong but in the past, when Instant Book did not exist people were able to change their mind for a full refund without penalty for 24 hrs after booking.  Happened to me at a couple listings up until recently when a guest realized he was booking a room at the B&B in Quito rather than the whole apartment.  They canceled on their end and all money went back.