Request for refund outside of cancellation policy

[Ellie-and-Bruce0]

Hello hosts,

Today I received a request from a gust that is supposed check in in 3 days. Our cancellation policy does not allow for refunds so close to the reservation, which of course was in the agreement they agreed to when they booked. The reason for the cancellation is a sore back that doesn't allow for travel. It is actually two bookings as they were doing a road trip and were going to stay with us for a few days both ways. What do others do in this situation? It is the slowest time of year here in Tucson, AZ, so we won't probably be able to fill the calendar if we cancel. I also want to be a nice and reasonable person. Any advice would be helpful.

Cheers,

Ellie

[Emiel1]

@Ellie-and-Bruce0 

Your cancellation policy is moderate, so i guess their second booking will result in a full refund (except Aibnb fees) when cancelled (more then 5 days before check-in). Also the first booking will still give some refund. So let them cancel both reservations and they get the money back the policy is calculating..

Best regards,

Emiel