guests want to alter/cancel long term reservation - what should I do?

[Andrea630]

Hello!

My guests asked for staying for 3 months and negotiated me down to a lower price given it was for a fair amount of time. I gave them more discount than what is the monthly discount rate, but I was fine with that as long term at this time it was fine for me. 

Now after just about 10 days after checking in they want to 'cancel/alter' their reservation. 

Their understanding is that they would need to pay out for 30 days after the cancellation  - and they can stay till then as well, and they can leave after the 30 days (paid) is over. All together after a month and barely a half, for the daily low price they negotiated me down to (and my calendar was tsaying booked all this time for the 3 months theyu initially wanted. 

Can they do that? is there nodeposit/penalty for them for canceling? 

One reading of the cancellation policy is that they need to move out immediately as they cancel and a 30 day payment is still coming to me. Their reading of the situation is that they can stay till the end of the 30 day. 

What is the actual policy and what do people here recommend? Do I need to let them stay? For the same low price?  And just make the stay 'shorter'?

Is there any protection for the host here? 

Can guests give me a bad review if I dont just refund them? ....

What is recommended, please help, let me know,

Thank you!!

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[Andrea630]

Hi Jayssie,

after hearing everyone's take on it here and consulting with an Airbnb support person who said an agreement is an agreement and can only be changed if both parties agreed - I drew up 3 scenarios for them to choose from: one including pay up to their stay but with full price then as the discounted price would only be used if they stayed for 3 months... or go but pay penalty or stay... you don't have to accept the altered date theyboffer especially if you've made a special deal or reserved space for them etc... but if they do t agree with you it might need to go through a resolution process  I would guess.

(I don't know why, I can't delete this)  ,    the 3 months), and it can only be changed if both parties agree,

[Cormac0]

@Andrea630

Hi Andrea

So, if my understanding is correct they have negotiated a special 3-month price and now they want to leave after giving you twenty days’ notice after a ten day stay.

The “quid pro quo” here is that your Guest’s agree to adjust the price back to your 28-day standard discount price, simple really.

Make it a small discount for the inconvenient, they sound like smart Alex’s to me.

[Andrea9]

Oh, and @Andrea630

if they really start becoming difficult about not staying the rest of the days but which they have to pay anyway (if I understand the situation properly), then don't go into discussion with them. What you could do, is tell them that it's not sure you'll be able to book those days that have been off the market for such a long time. However, that you'd be happy to refund them any nights that you do book.

Then if there are nights you manage to get booked, you'll obviously only refund the first guests the amount they were charged.

This option is also an ideal way of handling any guests having to cancel and losing their money. I did this with a guest last summer, not believing I'd get the nights rebooked (even with a day longer) but did, and guest was pleasantly surprised.