Should I refund a guest who missed her flight

[Elizabeth1282]

Hi, a guest missed her flight so she didnt turn up for check in.  She had notified me 4 hours before check in. She didn't ask for a refund and I guess she didn't notify Airbnb because I received the payment.  Should I refund her? My cancellation policy is flexible.

Regards,

Liz

[Helen3 · Accepted solution]

How long is the guest staying for?

I would message the guest and say if she wants to cancel then she should contact Airbnb and any refund will be in line with the cancellation policy she booked under.

Personally I think a flexible cancellation policy if far too risk for hosts. I would suggest you consider at least having a moderate cancellation policy @Elizabeth1282 

[Elizabeth1282]

Thanks Helen. She was going to stay for 3 nights.

[Jessica-and-Henry0]

@Elizabeth1282 

If she wants a refund the guest needs to officially cancel thru the site and the refund will be handled according to your cancellation policy - you might want to mention this to the guest. Afterwards it is up to you to decide whether you want to provide an additional refund beyond that..... but imo, you don't owe the guest anything. 

The guest should also be checking her travel insurance terms and conditions. 

[Elizabeth1282]

Thanks all xx