Refund or not ?

[Selma61]

Hello, I have received a booking for 25 October 2 month ago

( i have lost many reservations, other guests asking for the same period)

and last week my guest canceled her book because of a death of a family member. I have a strict cancellation policy. 
she had received her 50% refund and she’s asking airbnb for a full refund. 
what am I supposed to do? 
respect my policy or do some favoritism?

[Ricardo85]

@Selma61 

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

Let them prove the death.

Ricardo

[Gordon0 · Accepted solution]

It's not really favouritism, @Selma61, but I'm afraid Airbnb may override your decision not to refund anyway if the would-be guest can come up with proof of the death. 

As a matter of interest, how do you know many other guests were looking for the same dates? Your listing won't have been visible to them, surely?

[Selma61]

Hello Gordon, I already know that this period in my city is highly demanded ,before that I blocked the same dates and I had received a notification saying the same this. 

[Sarah977]

@Selma61  Absolutely stick to your cancellation policy. The cancellation policies mean nothing if hosts agree to refund guests because they are pressured to do so either by the guest or Airbnb.

But as Gordon says, Airbnb may very well override the policy, as they pander more and more to the guests.

[Anonymous]

@Selma61  After the guest has cancelled the booking, there's no further action that you have to take.

It's true that because of the "extenuating circumstances" clause, Airbnb might decide to grant the full refund. But there's no reason to offer anything yourself.