cancellations

[Odette17]

I am a new host and I have a guest who booked 3 nights in June, her plans changed and she rebooked for 3 nights Labor Day weekend (US).  Her plans have changed again and she wants to cancel and wants to get her $$ back.  What would you do?  I have a strict cancellation policy but this is my first booking. I don't want a bad review or any penalties.  If I want to give her back her $$ how would I do that?

[Linda108]

Do nothing, @Odette17.  Don't cancel and don't agree to a cancellation.  Both are considered host cancellations by the system and you will be penalized.  Refer the guest to Air BNB to iron out the details within your cancellation policy.  Just advise the guest that all booking and financial transactions occur through Air BNB.  Be sure to message through the Air BNB message system only in case there is a need for Air BNB to review.  Good luck!!

[Matthew285 · Accepted solution]

@Odette17 at this moment, you don't really need to do anything.

If the guest wants to cancel, the guest can cancel.

Airbnb will handle all aspects of refunding the guest.

If the guest wants more money than normal policy allows, the guest can ask for it through Airbnb support.

Airbnb support will contact you and ask if you approve of refunding more than is normal (if the guest asks). You do not have to say yes to refunding more than normal.

Do *not* send any money yourself, through any means. Wait for Airbnb to ask you.

If the guest contacts you directly asking for more money, tell the guest (truthfully) that you don't have any of the money. Any requests from money have to go through Airbnb. Airbnb has all the money, and they are the ones who manage the process.

Also, you should not have to worry about a bad review. The guest never even stayed with you, and is cancelling well before they would have checked in. There will be no chance for this guest to review you.

[Odette17]

The guest is suggesting I change the cancellation policy before she cancels to get all her money back.  Is this possible?  I don't object to her getting a 100% refund but is this a way to do that?  My policy is set at strict.  

[Letti0]

@Odette17  No even if you change your policy now, she is still held to the one that was in place when she booked. Do not do ANYTHING let AirBnB and the guests handle this. Stay out of it. 

[Christine615]

@Odette17When I was brand spanking new I used to worry too.

But here's the red flags,

1. She agreed to the rules when she booked but now wants you to ignore the contract. If I prepay the Westin Harborfront for instance, I don't get a refund when I decided I can't stay there. They might agree if there is an unavoidable emergency, but don't have to.

2. She wants you to alter your own policy so she can get her money back (just say no - it wouldn't apply to her existing reservation anyway).

3. She changed her reservation twice, now wants to cancel. That's a clue. She booked a really busy weekend and may be "shopping" around for prices and found something cheaper.

I worry that you don't object to her getting 100% refund with a strict policy. This is a business based on relationships, but also based on contracts. The minute you bend over backwards for the wrong person you become a door mat. And some saavy people hope that new hosts will be desperate for the ratings.

She is stuck with the policy she agreed to. She can't skirt the issue. You can make the case that you've already accomodated her twice.

By the way - watch out for the newest scam I'm hearing about on the discussion boards. When there is a request for a reservation change, especially close to the check-in date. The host agrees and the new date falls outside of the cancellation penalty timeline. Then they cancel because they're now in the refund window.

People play games. You don't have to play along with them.

[Amy708]

Also new to AirBnB. What is Level 2 and Level 10 next to everyone's pictures?  I had an individual book 2 days before then cancel after check-in time frame began.  AirBnB asked if I wanted to refund any portion.  I anticipate that this is a normal question with cancellations.  Thoughts, anyone?

[Linda108]

Hi @Amy708  Level on this forum reflects how often the host has posted.  Not sure of the purpose of the levels.  You would think that someone at the Level 10 knows more than Level 1...hmmmmm, not really.  In my case with around 5000 posts it means that I value the host/guest community, learn a great deal from other hosts and...I am retired 😄

Anyway, to cancellations:  One of the biggest issues to have a really good understanding about.  You can litterally lose money if you make mistakes.  Air BNB will issue a refund according to your cancellation policy.  If your policy allows that the guest loses a portion of their fee due to the cancellation timing, Air BNB will advocate on behalf of the guest for additional refund as authorized by the host.   Be careful about agreeing to any guest cancellation because the system interprets that it is a host cancellation with all the attending penalties (look up on Help Center if you don't know).

Many host stand with their cancellation policy for a variety of reasons.  Some hosts will refund additional money if the cancelled dates are re-booked.  Up to you.

As to whether Air BNB always asks, the answer is no.  Sometimes the guest will cite a reason that comes under the Extenuating Circumstances Policy and Air BNB will unilaterally cancel and refund 100%.  Lots of controversy about that.