REFUND POLICIES

[Ioanna6]

Dear Airbnb partners,

a guest who is going to check-in next Wednesday send me a message today (just a week before, Wednesday 6th Sept.) that he would like to cancel his reservation because he has not noticed that the property is far away from Heraklion port. I have sent him a message telling that 2 hours driving is not so far away. In any case, if he would like to cancel what will happen about the refund??? He asks me about refund. Since, I have a strict policy (50% refundable when a cancelation occurs at least 1 week before check-in) I am wondering what does this cancelation (if it happens) means for me?  

Thank you very much

Ioanna

[Linda108]

That guests misjudging location is a common mistake, @Ioanna6.  Instruct the guest to initiate the cancellation with Air BNB.  Do NOT

accept the cancellation as it will become a host cancellation with all the cancellation penalties.  Advise the guest that as soon as the dates are open you will endeavor to book.  If you book all or any of the dates, you will refund the remaining 50% for each day booked.

[Ioanna6]

Thank you very much Linda. 

[Jeff158 · Accepted solution]

Hi @Ioanna6

Do not cancel for the guest.

Tell your guest they have to cancel and any refund will be according to your cancellation policy.

When they cancel, YOU will get a message asking you to accept or decline the cancellation, You must DECLINE the cancellation to get your payment.

If you accept the cancellation, airbnb treat it as if you canceled the booking and will refund the guest.

[Ioanna6]

Jeff, thank you very much for the detailed answer. 

[Karen467]

I WANT the cancelled guest to get the entire refund and have indicated that on ABNB. I received the payment as scheduled, but it has not gone back to the guest.  When will that happen...or do I have to send the guest a check??

[Vanessa-and-Kurt0]

@Karen467

Don't send the guest a check. Since the guest canceled you cannot modify the listing. Call AirBnB directly and have them initiate a refund.

[Karen467]

Actually, I did initiate w/them but for some reason I did not go thru.  Does anyone have a good number for them? I have tried reaching them in the past, but were not successful. Thanks. 

[Linda108]

@Ioanna6 If you want to refund additional funds to these guests who cancelled and you want to do it before you are paid, you can go to the reservation and use the option to send or request funds.  You will be paid at the amount at the time of the cancelled booking.  

When I have taken those steps, my credit card was debited because I have one on file with Air BNB as  a traveler.   Others have had the amount taken out of the next payout.

[Linda108]

@Karen467  I meant my last post to be directed to you.