Allergic Reaction

[James112]

Hello,
I had a guest who reserved my condo for 2 guests, woman and boyfriend They brought the bf's son to make 3 guests. They say the kid had an allergic reaction and had to go to the ER. Now they want a refund. What should I do?

[Gerry-And-Rashid0]

Allergic reaction to what? Sounds dodgy to me, first they booked for 2 people and turned up with three. Now they are asking you for a refund. 

Ask them to cancel the booking - you don't do it and that you will liaise with AirBnB regarding any refund.

I think it sounds like a scam.

[Donna15]

@James112, dodgy for sure. They need to do the cancelling. Not sure that ABB will be sympathetic regarding a refund, since the child wasn't an 'official' guest in any case. 

For future guests, I recommend that you set a Security Deposit and change your cancellation policy from flexible to moderate or strict. 

[Serafina0]

I'd refer them to customer service. A child's medical emergency would likely qualify under Airbnb's extenuating circumstances for cancellation, so be prepared for Airbnb to issue the guests a refund and withhold it from your future payouts. If Airbnb decides it fits their extenuating circumstances, the decision is out of your hands. If Airbnb determines it does not warrant an extenuating circumstances refund, they will kick the guests back to you so that they can directly request a refund. And that would be up to you and what you felt comfortable with.