cancellation

[Hannah56]

Hello

I have been a superhost for about the last year.  A guest booked for this weekend a few weeks ago.  They stated they were flexible with check in times so I accepted the booking, particularly as this was a condition of booking (I am only able to facilitate check-in after 6pm on that particular evening).  They have now changed their mind this week and stated they now want to check in early.  I have explained this is not possible.  They now want to cancel booking.  We have a moderate refund policy, however I have said I am happy to refund them the full amount, despite late notice.

They still have not cancelled the booking and keep asking me to do it!  I have explained to them that I have never cancelled a booking and there are penalties involved for hosts. 

1. Can I refund the full amount if I have  moderate refund policy?  My understanding from the air bnb site is once they cancel I can make an ammendment to enable a full refund?

2. IThey still haven't cancelled is there anyway round this?  really don't want them to stay now, especially as they have been so difficult.  I can't find any customer services contact details for air bnb.

Please help, I've had nothing but good experiences with air bnb but this situation is pretty unpleasant.

Hannah

[Cynthia-and-Chris1]

You will just have to wait for them to cancel, then, yes, you can chose to refund them the full amount.

Absolutely do not cancel on your own.  It is their responsibility.

[City-Limits-Ranch0]

You could call Airbnb and ask them to help you cancel these guests because of  their request, without penalty.  Airbnb might do that because you want to refund everything except Airbnb fees and the guests are being difficult and not adhering to your contract with them about arrival time.  Ask Airbnb for their help.  They will read the message thread and let you know what they are willing to do.  Do not 'auto' cancel yourself or accept an Airbnb message with a cancellation request that says that the guests want you to cancel.

[Lisa342]

@Hannah56

In these types of situations we give them a deadline to cancel to get a full refund.  If they telephone us and are able to cancel right away we may state that if we receive the notice of cancellation within the next 2 hours that we will pay out a full refund.  They are advised that if they don't act right away we will stick to the written cancellation policy.  Generally, I assume that they will ask for a bit more time if needed but we have never had one not cancelled within the hour.  Just for future reference or any other readers.

Hope airbnb is helpful to you.  They are generally very good if you are not comfortable hosting a guest within a really broad range of reasons which is really great so I hope it all went well for you.  

[Lisa342]

PS @Hannah56

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