guest wants to cancel after grace period but won't actually cancel

[Jakob6]

Hi

I had a dissapointing message from a forthcoming guest wanting to cancel a 5 day booking after the grace period has ended. The reason being very lame - that her "daughter wants a table tennis table". But it seems to be her first airbnb booking and would be OK to refund her fully if she cancels ASAP, (whilst reminding her politely that this is not really acceptable practise in general and to suggest she checks acocmodations  thoroughly first before confirming bookings).

Anyway although I have asked she cancels ASAP (otherwise as a host I get penalised for cancelling her), she is not pressing the cancel button! I think shes now avoiding the issue. But I really want her to un-block the dates so someone else can book.

I have sent messages with no reply, so what can I do? Every day I am probably missing bookings for the dates she has blocked..

[Cormac0]

@Jakob6

AS Host "DO NOT CANCEL" it's your guest issue let her cancel.

[Patricia55]

Hi @Jakob6 I have a similar situation at the mo and it's very annoying, so I feel for you (my guest has booked 6 future stays, totalling 20+ days, having already cancelled 3 stays - leaving me in the lurch because something better came up - and I have no great faith that he will honour the future bookings... 😞 ) Nothing we can do about it, apparently. Could you ring her, explaining your situation and stressing that you need to get an alternative booking?

[Ange2]

@Jakob6   Remind her that if she doesn't cancel she will be charged in full for the reservation (no refund).

[City-Limits-Ranch0]

@Jakob6  you can call Airbnb, tell them that your guest wants to cancel and that you are fine with that and ask them to reach the guest and help her to cancel.  You can call the guest yourself and have a conversation about their plans and tell them they need to cancel or honor the reservation.   Or you can just ignore the situation until you receive payment or the guest shows up.

@Patricia55  if the guest is stringing you along and cancelling multiple reservations at the last minute you can call Airbnb and tell them you are now uncomfortable with this guest, you want them to cancel all his reservations without penalty to you and then you will block him.  Or you can just ignore the situation until he cancels or shows up.  Can you block him while he has open reservations?  I don't know that.  I suspect not. If you do so then communications with the guest might be cut off so be very careful.   Are you on Instant Book?  Take that off so that you can refuse to make him any more reservations.

[Patricia55]

Hi @City-Limits-Ranch0 Thanks.  I posted a thread about my situation: https://community.withairbnb.com/t5/Hosting/Guest-making-multiple-bookings-and-changes-but-never-act...

I did contact Airbnb CS and didn't get much joy. I'm trying to keep faith with the guest - but have explained to him how his constant changes have impacted on me.  I doubt I'd be able (or want) to block him while he still has bookings.  No, I'm not on Instant Book - tried it once for a month or so, didn't like it and it didn't seem to be of any benefit!

[Letti0]

@Jakob6  

DO NOT CANCEL this reservation, DO  NOT ACCEPT any message about cancelling or refunding DECLINE it a loophole that comes back to bite you and gives guests back their service fees. DO NOT  REFUND anything until actual cash has been given to you by AirBNB. If you refund they will take the money from you personally now and some times they will then also get refunded by AirBnB and then you have a fight to get your money back. You have gone above and beyond for her over a game table for her daughter. Make sure to it include that in the mesaage to her, so she cannot claim extinuating circumstances. Below is a rough draft of something that might get her to cancel ASAP, if she doesn't cancel stick to no refund:

Guests name, 

I have gone above and beyond for you over a game table for you're daughter which is the reason you asked to cancel. I was willing to refund you, but your lack of cooperation is hurting my business and booking opportunities. I cannot wait any longer for you to cancel as I have less chance of rebooking your days. I need you to canel within the next 12 or 24 hours (your choice) of receiving this message or  you will no longer get any refund of money from me and my strict cancellation policy will be in place for your reservation.

Regards, Jakob