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

[Ian-And-Anne-Marie0]

@Jo271 

Then March 1. the guest sent us a text message saying that they will cancel their reservation that day.

Your liability is entirely governed by the message you received and the replies made. You will need to make a morality judgement on that since you could say nothing and await the cancellation payment according to your cancellation settings. You do state that you still expected the guest to arrive - so as far as your morality is concerned you were expecting the guest arrival after your text messages.

When your guest messaged you "I will cancel today" That does not include or expect an action from you in any way.

If they told you they will be cancelling their reservation (as your post), then it's their responsibility to cancel their reservation as they said they would.

If they requested that you cancel the/their reservation then it would be polite to inform them to do that directly themselves through Airbnb since you would incur penalties in doing so.

Message context would be important and your case might be judged on the balance of evidence by Airbnb but ultimately, if the guest did not cancel, then, under Airbnb rules they are liable to lose their payment(s) due to you under your cancellation policy settings.

[Jo271]

@Ian-And-Anne-Marie0 

Thank you for the insight.

Here’s the actual messages we had with the guest last March 1.

GUEST: Jo, we just finished viewing... we understand that you all have a house in Clinton, Lovett; can you send s link to that

ME: I sent the link then ask ****** Do you also need a place in Lovett this May?

GUEST: No, after viewing this one, we know this one will not work for us. Do you have any other larger properties? We will cancel this reservation today.

ME: Is there any issues with the house that you don't like? ****** The I sent another link of our other property. She never responded after that.

[Ian-And-Anne-Marie0]

@Jo271 

It looks like you were very helpful and that the guest was going to cancel under their own steam. I would assume that if they didn't canel, then they did decide otherwise.

I would find in your favour.

[Jo271]

@Ian-And-Anne-Marie0 

After I sent her the check-in details last Wednesday, she responded saying that they alreday canceled their reservation as seh sent us a text message. So I told her that she didn't cancel online. I asked her to call the Support team last Thursday. But until now, the reservation has not been canceled yet and have not heard from her since then. They are supposed to check-in today. If they will not really cancel and still not come as well, we can refund her the cleaning fee and the additional charge for the party. Othet than that, we can no longer offer more. I hope that's fair enough.

[Ian-And-Anne-Marie0]

@Jo271 

I think your intention is fair.

I would consider the extra party payment too. She won't be getting the accomodation yet will be paying for it and she won't be getting the party she paid extra for, so why doesn't she need to pay for that too in the cancellation? You made an agreement based on the guests requirements which included that option. Logically it should be treated the same way as the accomodation charge (?)

Quick question:

You said "This is not the first time they have booked on the same vacation rental website" was it Airbnb?