Hi -
So I have a guest who cancelled 3 days before check in because they had a surgery or something. Totally fine, I have a strict policy but as long as a reasonable explanation is given I don't really have a problem with giving a refund. She was told by Airbnb to submit a doctors note to get a refund under the Extenuating Circumstance clause.
HOWEVER, I am being informed by Airbnb that the refund on the stay will be $855 when the payout is only $829.35 after Airbnb service fees.
How on earth is it fair/legal for a last minute guest cancellation to COST me $25 in addition to the loss of those days of rental????
What am I missing here?
This is just so so so so so wrong. I am so mad right now.