GUEST CHECKED OUT 5 DAYS EARLY - WHY DOES HE GET A REFUND?

[Jennifer162]

I have a guest who checked out early because he unexpectedly got an allergic problem with some of the plants in the village where I live. He didn't complain as he said he's constantly getting allergies and has learned to live with it. He didn't ask for a refund, just checked out a few days early (i.e. didn't ask for an adjustment, just cancelled those five last days).

So why did AirBNB "adjust" my payout so I don't get paid for those days? Isn't it covered under my "strict" cancellation policy?

The note says:

"Reservation cancelled by Thomas

These dates are now open for rebooking. Your payout has also been adjusted to $72.53for this reservation. You can always offer Thomas a partial or full refund in our Resolution Centre."

Doesn't sound right to me.

It's been a long time since I've had to contact AirBNB direct and every time it seems the process for doing so has changed. What should I do now please, people?

[Fred13]

@Jennifer162 It 'appears' like the guest got indeed a hold of Airbnb and made a good enough case to fall under Airbnb's infamous "Extenuating Circumtances' policy (the ultimate ace-in-the-hold for Airbnb to circumvent any cancellation policy) and got refunded for the 5 days - for allergies which sounds like he has battled with all his life. Granted, allergies can be a very serious issues with some people. 

[Jennifer162]

But that's the whole point Fred. He DIDN'T do that. He just cancelled. He said it wasn't my fault because he has allergies to so many things.

[Wil13]

The best way is to call them, i had an issue with a guest who cancelled and was helped wonderful, here is a list of all their local numbers, pick one that is closest to you: https://all-about-airbnb.com/post/138799279996/airbnb-support-resources-local-phone-numbers-and-emai...

Explain them to full story as you stated here and you might get lucky.

[Jennifer162]

Thanks Wil.