Should I honor the refund?

[Lisa470]

I need help making a decision...I am a host in Tahoe. We've had epic snowfall this winter which has been both beautiful and daunting. 

This past weekend I was hosting a couple in from Chicago for a wedding. They booked the room for three nights a little over a month ago. They checked in on Friday and on Saturday morning requested a reservation alteration and refund of their Sunday night reservation. I immediately messaged them saying I don't usually give refunds on cancelations at this late date and gave them an oportunity to explain why they were changing their reservation. They simply responded "we just had something unexpectedly come up and wil be needing to fly off to Chicago tomorrow." Mind you a severe winter storm warning was issued for Saturday through Monday morning. It was also the beginning of Snowfest with many community events including fireworks and a parade and polar bear swim...a very busy weekend, a Sunday that would most likely have booked if it had not been already reserved. She then asked me again to refund them the money as they "were tight on money." I didn't respond because I needed to think on it and I assumed all roads would be closed on Sunday anyway so they might actually need the room. The next morning they did leave in the snow storm around noon. I messaged them with road condition infomation, all major highways were closed. Her response was that they were "camping out in the car on the highway until it opened." It is not up to me when a guest leaves but I do get to decide if they get a refund or not. I felt that their cancellation explanation wasn't very informative and I feel a bit annoyed that she has continually asked me about the refund, messaging me again today about it and sending a request for money. 

I feel burnt out with snow and the problems it brings to hosting out of towners. (They want to cancel if there are fluries, they get their car stuck and want me to come pick them up, they want to borrow my boots and gloves...I am serious, I had one guest who didn't even come with winter clothes!) I feel so mean and judgy but it is hard work here in a winter of this hisorical snow fall and I wonder sometimes what my responsibilities are towards my guests. This guest's refund request has rubbed me the wrong way. I know I am dragging my heals on this and need some support and advice from the host community. I don't want to unfairly take out my annoyances with this guest, but I also don't want to be taken advantage of. Do I ow them a refund? 

[Debbie106]

absolutely not!  Do not refund when they already checked in and you could have had it rented by someone else.  I had a guy cancel the day of check in and he was expected to stay 5 nights.  I did not refund any of it.  this is a business.

[Debbie106]

Oh and if you are worried about their rating your place you can let airbnb know about the situation.

[Cynthia-and-Chris1]

You're running a business, not a charity.  There's no reason you should be out money because of someone else's unilateral decision.  Just be aware they may ding you in your review/rating for not agreeing to refund them.  You also have leverage to get their review removed if they actually tell you they're going to give you a crappy review if you don't refund them per Airbnb's Extortion Policy.  Keep all your messages via the Airbnb message system.

So I would weigh the cost of sticking to your guns (no refund) vs. a potentially crappy review.  The good news is you can always respond to the review if it is less-than-stellar. 

Let us know what you decide!

[Jennifer178]

Do not refund them.  Being tight on money is not a reason to refund someone.  Poor financial planning is not your problem.  Being dumb enough to go out in a storm and sleeping in a car is not your problem.  You did your part.  You are running a business and have no obligation to give a refund.   Fear of a bad review is ridiuclous.  They will most likely write you a bad review anyway, if they write a review.  You can give a calm rebuttal to any points they make. In a legitimate situation (sudden death) I might be inclined to offer something.  In less dire situations I might refund something if I can rebook the room or if I thought Airbnb would go over my head. I am not unsympathetic, that is what travel insurance is for.  Keep it on the platform.  If they make a stink, I believe Airbnb will support you. Your displeasure with this couple is not you being exhausted with too much snow and winter wimps, it is legitimate.

[David126]

Situations like this are best dealt with by telling them to cancel and you will refund anything you can re book..