1st Guest wants to postpone

[Eric895]

Hi,

Our very first guest has messaged this morning to request that their 15 night stay is postponed by 3 weeks.

This is 24 hours before they were due to arrive and we had set the strict cancellation policy.

The guest has no reviews but communication so far has been good.

The reason given for wanting to postpone is they were involved in a car crash and need therapy.

As a new host I don’t know what will happen next and I can’t help thinking this might be a means for the guest to get round the strict cancellation policy.

Any advice?

[Branka-and-Silvia0]

@Eric895I think you are right, if they can prove it to Airbnb they will get a refund. But...guests often use that trick to circumvent the strict cancellation policy. If you postpone their booking for 3 weeks they can cancel now and get a 50% refund.  If you don't then they get nothing.

https://www.airbnb.com/home/cancellation_policies#strict

I would ask them to show me the proof about the accident (police report and doctor's report) and if they really had an accident then I would postpone their reservation.

[Victoria567]

Hello @Eric895

Get in the phone asap to air bnb and explain your situation.

Do not accept or Tick any request agreeing to a refund ( you lose everything)

To avoid a lengthy resolution process etc etc...make it clearly known to the air bnb operator that you will NOT be messaging the guest and that you please want air bnb to deal and correspond with the guest directly themselves.

Without delay Tell air bnb in the phone you are generously willing to offer a 50% refund despite your strict cancellation fee.

This leaves the guest with the tempting generous offer made by you as the host of a 50% refund which is quickly accepted by both parties as 50% is better than nothing.

Good luck