Last Minute Cancel

[Michael6575]

I have a guest that just texted me saying they got into an accident and they have a head injury. They sent me a picture. They want to cancel. Their check in is Friday at 3pm. Suggestions? Technically they are not due a refund. This is my first attempt at someone trying to cancel. I have yet to respond to them as I am not sure how to handle or what to suggestion? My cancellation policy has no refund at this  point. Would love some insights on this….please comment 

[Emiel1]

@Michael6575 

The guest should cancel anyway asap.

The cancellation policy will calculate any refund (if any, otherwise only cleaning fee (if any) is refunded)

After cancellation it is up to you to decide if you want to refund some money.

But keep in mind guest can/should have travel inssurance which probaly will cover.

[Gwen386]

@Michael6575 If you want, and ONLY if you want, you could offer to let them transfer their dates to a future date. But, no refund according to your cancellation policy. And they should cancel, not YOU! 

[Mark116]

@Michael6575  Whatever you do, don't cancel it yourself.  If you get any messages asking if you accept the cancellation, say no, this is a weird trick Airbnb uses.  The guest has to cancel.

As to a refund, that's up to you, really.  If you believe the guest is being truthful and are okay with a refund, then you can do a refund through the resolution center.  If you don't believe them or can't afford to give the refund, stick to your cancellation policy and let the guest try to battle it out with Airbnb directly.