Cancellation

[Jo271]

The guest booked 2 of our properties February 18 for 5 nights. Then March 1. the guest sent us a text message saying that they will cancel their reservation that day. But she did not cancel her reservation online and we never heard from her since then. So we were thinking all the while that they are good with their reservation. They are supposed to check-in tomorrow, May 25. When I sent her the check-in details yesterday, May 23, she responded saying that they have cancelled the reservation last March 1 as she sent us a text message and was expecting us to cancel the reservation. This is not the first time they have booked on the same vacation rental website so we had the understanding that she knows the process. Is it the fault of the host for not making a follow-up for the guest to cancel her reservation? Thanks

[Emiel1]

@Jo271 

This guest should have cancelled themself (offcourse).

That's what they mentioned also in the message.

The reservations remains active, no refund (if any), no cancellation message: the guest is at fault here by not taking any action and not even reading the most basic instructions, like:

https://www.airbnb.com/help/article/169/how-do-i-cancel-my-homes-reservation

But they still have the opportunity to cancel !

Best regards,

Emiel

[Jo271]

Thank you for your sharing your thoughts about it. The guests insisted that since I said "okay" on the text message, that means I confirmed although I didn't say yes but instead I was asking her a question if she has some issues with our property.

[Gordon0]

They made a very expensive mistake, @Jo271, in not cancelling. Stay strong when you get the plea to refund these poor guests. 

[Jo271]

@Gordon0 

Thank you Gordon. We are just too generous sometimes but I just didn't like the idea of her accusing us of not communicating. She assumed her reservation was canceled by sending that simple text message. I managed to talk with the husband during the inquiry process and after they booked the place. Looks like the wife is the one having some issues. I felt guilty in a way that I didn't make a follow-up but we cannot afford to pay the price of the mistakes that we didn't do.

[Alice595]

@Jo271 A guest will receive email reminder from Airbnb a few days before the trip. Therefore, the guest should have received email reminder. If she did not cancel, you have no fault.

Depending on the cancellation policy in your post, the guest may or may not get refund (partial refund). Please stick with your cancellation rule.

[Jo271]

@Alice595 

Sincether check-in date will be tomorrow, so they are no longer eligible for any refund.

[Sarah977]

@Jo271  I'm not sure why, when she sent you that message about cancelling on March 1, you didn't message her back, telling her she has to cancel from her end? Not sure why you'd assume they were still planning on coming. We really can't leave anything with guests up to assumptions. Same the other way. There are guests who just instant book, never communicate with the host, then assume that there will just be 24 hour reception waiting for them at whatever time they happen to show up.

[Jo271]

@Sarah977 

She was making a tour at the propery that time and was also asking if we have other bigger properties. I sent her some links of our properties and asked her if there are some issues about the house but she never responded to me after that. The fact that she said "I will cancel today" is a strong phrase telling me that she will cancel it online. She booked online who the hell will cancel the booking through text? It might me my mistake of not making a follow -up on her to cancel her reservation but we have 6 properties listed on multiple vacation rental website. I can only response when I get the message online but to remember one guest not giving us a trace after I asked her a question, I can no longer live up with it. Besides, this is not her first time using vacation rental website, I pressume she knows the process. But that you for your input.

If you were on my shoes what will you do?

[Alice595]

@Jo271 It is a statement and is not a question. Therefore, you don't necessarily need to answer. 

I have taken a few Airbnb trips and not every host provided me with prompt responses even when I asked questions.

[Sarah977]

@Jo271  Well, I guess I wouldn't list more properties than I could keep straight as far as guests' bookings, cancellations, and messages go. That would be too stressful for me.

And if a guest told me they were going to cancel that day, and then I didn't see a cancellation, I'd follow up on it, not just let their reservation block my calendar for 3 weeks, assuming they were going to show up.

I also wonder why she was given a tour of the property. Most hosts would never agree to let a guest preview the property- it seems to be a waste of time, as they rarely end up booking, or try to make some private deal with you outside of the booking platforms, and it's also a security issue- for all you know, they could be thieves scoping out the property for a future theft.

[Jo271]

@Sarah977 

Honestly, we don't have problems with having even 10 properties. It can be stressful but as long as you know how to manage it, it wouldn't be a problem. We do allow some guests to check the place expecially if they are having a party. Our place is a huge one and we don't give them access code. We have our house keeper to meet them,. We never make any private deal. We are not that greedy. Our property has cameras outside so we know who are coming. Security? We will not be able to have all these properties if we don't consider security as our top priority.  That means, you will be lucky enough if we will allow you to see the property ahead of time. We are Premier Partner on all of our properties on HomeAway. I believe, that explains.

[Inna22]

@Sarah977  unless  I want the guest to cancel or there was truly a lot of back-and-forth about cancellation, I never follow up on those statements. People change their mind in either direction all the time. I can not be my guests personal assistant, IT manager, psychologist and psychic. I already do that for my kids so no bandwidth for strangers at this time. 

[Kath9]

@Jo271, I'm with @Sarah977 on this one. I would have immediately responded to ensure they cancelled themselves through the platform and then followed up if they didn't. We can't assume guests know the drill. They will probably request a refund which is going to put you in a tricky situation. Stick to your cancellation policy but I'm guessing you'll get a bad review if they aren't refunded. 

[Rachel0]

@Jo271 Your question was "Is it the fault of the host for not making a follow up for the guest to cancel her reservation?" and the answer here is "Yes."  If a guest lets you know that they want to cancel their reservation and 24 hours later you still have not received a cancellation notice from Airbnb, then you need to follow it up.  Send them a message via the message thread reminding them that it is their responsibility to make the cancellation, not yours, and if necessary tell them how to do it.  If after another 24 hours has passed the guest still has not cancelled, then get on to Airbnb, show them the messages on the thread and ask them to do it.