What to do

[Alexandra854]

Hi. I’m quite new at being a host and I already love it. Love providing good service and a stay to remember. But now I’ve met a problem I don’t know how to solve. The other week we had a family booked for a day this week and then he wanted to change days. As we always try to accommodate every need we said that it was okay and tried to change. But before we had time to do that, that date got booked by another and that person booked more then one night. We told the first person this, that unfortunately the cabin isn’t available that day. He said he already booked the train ticket and the service minded people that we are we called around to see if we found get another cabin for them.  When that didn’t work we finally offered our home. A home we don’t rent out and that we live in. Which is a LARGE home, for the same price as the cabin (cabin 39m2, house 139m2). But then we had some more rules as it is our home and he right away started with demands and questioned our rules. And now we don’t know what to do. I don’t want to have people in my home that are disregarding our rules and have demands on things that the cottage doesn’t even have. Please help. This feels awful.    

[Ana1136]

@Alexandra854 whyyy would you do something like that? That is none of your responsibility if he can't come on the days he booked. Just let him cancel, and he can find another place. You can refund him but after you get your money, 24h after the check in date. You are willing to give him your home and you will stilm get a bad review from these kind of people. If he doesn't want to cancel just calk Airbnb and have them cancel for you. 

[Alexandra854]

Thank You so much for your advice. It’s been handled now and feels like a stone has been lifted off my shoulders. Thank you!

[Thomas1033]

@Alexandra854  it’s very nice of you to go above and beyond for someone you have never met but their response to that offer is a huge red flag.  Cancel NOW!!!  Yvonna (cohost)

[Alexandra854]

Thank You so much for your advice. It’s been handled now and feels like a stone has been lifted off my shoulders. Thank you!

[Ange2]

@Alexandra854   I would tell him you can no longer accommodate him.  btw:  it's his responsibility to cancel.

Do NOT cancel it yourself you will be penalized six ways including a possible financial penalty. 

https://www.airbnb.com/help/article/990/im-a-host-what-penalties-apply-if-i-need-to-cancel-a-reserva...

Do not click yes if you receive an email from Airbnb asking if you want to cancel that is also  interpreted as you cancelling.   But, I don't understand how he can book your home and pay if it is not offered on Airbnb.

I would be careful because if he stays and makes a complaint he may be refunded in full.

Note on IB Cancellations:  Even if you have Instant Book it is not easy to cancel despite the 3-free cancellations offered.

You have to call Airbnb - do not do it over the internet you will be penalized.

[Alexandra854]

Thank You so much for your advice. It’s been handled now and feels like a stone has been lifted off my shoulders. Thank you!