What about communication at the time of the booking? Airbnb policy is that all communication be through the site and not directly to a host email. What if the host does not read the messages on the Airbnb policy?
For example.
A guest tried to change/modify check in/check out date on their own by following the steps provided on the site. They were not able to select the check out date because it was blocked or not highlighted. Guest logged back out and tried to do it again. Message popped up about cancellation. Guest assumed this was the only way to re-book the same time but for less days. Guest ended up canceling the reservation but quickly realized that it was a mistake. Sent a message on the site to the host to explain in detail what happened.
Host replies back 8 minutes later and tells the guest they accepted the cancellation.
Guest sends a message back letting the host know that the intention was not to cancel but only change the check in/check out dates and if they can get a refund to re-book the new dates.
Host says NO because you already canceled it and I accepted it.
Guest will you issue me a refund for the trip less the service fee
Host says No your trip is not eligible for a refund due to my cancellation policy.
Guest says "WAIT, I sent you a message telling you what happened, why did you cancel it instead of declining the cancellation and sending me a message back that I handled the transaction incorrectly.
Host You canceled it and I accepted it.
Trip was booked for May 2022.
Would you issue a refund in this situation? If not, what do you think is a justified reason? Guest pointed out that there was an 8 minute time lapse between the message to the Host and the reply. Guest also pointed out that there is more than 2 months to rebook the space, why would a refund not be processed?