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.

[Elizabeth10]

@Marit-Anne0 

I know is somewhat dated post but I'm 100% behind you on this.  I used to have a easy-going cancellation policy. then there was the guest who lost their tennis tournament the day he was to check in.  He checked in, when to the tournament and then wanted me to cancel with a full refund.  (he acutally cancelled, rebooked, change bringing his wife and his pet--totally "wishy-washy") Following that, several more who tried to get refunds when their plans changed, but watied until after the check in time, after either I've cleaned \ moved.  Or, others wait until after the  out checkout date and times  to try and convince me to contact AirBnb and give them refunds becuase they were unable to stay as long as they reserved (one said "seems like a drug dealer next door"--but they have 4 cars and 4 adults living there).  Or, they try to bring up something "knit-picking" that is fully discosed in the listing, most several in places.  That's why I'm on strict and won't budge ever!   If I loose a few bookings becuase of the policy, so be it.  Its just not worth the headaches and the number of guest who try to take advantage of their host due to their lack of reading the listings or not understanding what being a person of high integrity is all about!  

[Wayne9]

I think in this situation, I would just refund the money and move on.

Wayne

[Jacqueline453]

I have the same problem quests putting advaced bookig and then cancellig few hours before.

[Letti0]

@Jacqueline453  Are they asking for a refund? If so, tell them you will refund any portion of the stay you are able to rebook.