Last minute cancellation

[Donna480]

I had a booked guest show up, and 1/2 hr later, said they had to leave due to to an emergency back home. I received an email from Airbnb saying I would have a payout of $X, or I could give a full refund. The guest qualified under the medical emergency clause. My dilemma is: I feel bad for them, but I lost a prime weekend of booking, and I doubt I'll be getting another booking at this late date. Is it better to give a full refund and promote good will or take the money that is offered? 

[Alice-and-Jeff0 · Accepted solution]

@Donna480  - IF the guest does indeed qualify for an Extenuating Circumstances refund, you do not have to do anything.  They need to apply to get a full refund (which will be taken from your payouts).  Say no to giving them a full refund - people lie all the time about "emergencies" and you are entitled to the money provided to you via your cancellation policy.  Send the guest a nice message expressing your empathy and the links on how to apply for a full refund.  

https://www.airbnb.com/help/article/1339/how-do-i-file-an-extenuating-circumstances-claim

https://www.airbnb.com/help/article/1320/what-if-i-need-to-cancel-because-of-an-emergency-or-unavoid...

https://www.airbnb.com/help/article/990/i-m-a-host--what-penalties-apply-if-i-need-to-cancel-a-reser...

[Lawrene0]

I'm liking @Alice-and-Jeff0 's answer better than my own. Go with that one, @Donna480 ! 🙂

[Donna480]

I liked your answer too! My initial instinct was the full refund too, but I tend to believe everybody. Alice & Jeff's answer did make the most economical sense, while still showing compassion if there really was an emergency. Thanks for chiming in! 

[Donna480]

Thank you for your suggestions! I've been hosting for just eight months now and hadn't encountered this before. It puts the burden of proof on the guest, not me. And providing the links to them for the refund is a helpful idea. Thanks again!

(I guess I hit the wrong reply button on this one - meant for Alice & Jeff.)

[Susan17]

@Donna480 

Be careful with this one! Airbnb will always try to cajole you into refunding, even where no refund is due ("do the right thing" is the phrase most commonly used by CX agents in such instances)

As per Airbnb T&Cs, a guest is automatically issued a refund under the Extenuating Circumstances policy, when the guest has a "medical emergency", so the fact that they're even consulting you about it would lead me to believe that the guest has provided no supporting documentation, but they're trying to pressure/sweet-talk you into refunding anyway. 

If you really want to be nice about it, you can offer to refund if - and only if - you receive a replacement booking of equal value, and even then, only after you've been paid for the replacement booking. Or you could just advise Airbnb to tell the guest to claim it from her own travel insurance.  

[Donna480]

Thanks Susan! That's a good idea too.

[Lawrene0]

It depends, @Donna480. I tend to refund, but the dilemma there is that I am setting up the guest to expect full refunds everywhere. So I'm rethinking that. Taking it case by case.

But another option is to take the money, and tell your guest you will discount a future stay. Would that work for you this time? It has for me.

[Ian-And-Anne-Marie0]

@Donna480 

I would reserve judgement until I saw what evidence was provided under the extenuating circumstances. There are requirements for this.

[Donna480]

Thank you Ian & Anne-Marie. The Airbnb email said I had 24 hrs to decide if I wanted to give a full refund, so I was feeling a little pressure to make a decision. I've decided to let the guest claim the refund from Airbnb. 

[Holly310]

How do you get notified when a guest cancels the last day of a stay?