Guest Cancellation Policy Update

[David1151]

We just had our third guests cancel a two-night reservation at 3:00pm on the day of check-in. We'd selected a Moderate cancellation policy, which I interpreted to mean that there was to be no refund for the first night and a 50% refund for the remaining night. 

However, the cancellation email I received said, "Per your Moderate cancellation policy, a complete refund was given to the guest."

I'm really confused...

Thanks for any help understanding this,

David 

[Monika64]

@David1151 Do you know why the guest cancelled? Sometimes Airbnb can override cancelation policies so I wonder if that's what happened? Otherwise I'm a bit confused also why you wouldn't get any money.

Hopefully the other hosts can chime in too, I'm not sure what else could be the explanation (you sure the check in was for today?).

[David1151]

Monika, thank you. I just got off the phone w/Airbnb, and they've assured me that our chosen cancellation policy applies. I'm not clear on why the email said what it did, and I'm not sure they are either, bu if I understand correctly it appears to have been an error generated by the fact that the cancellation came through just a few minutes after check-in time on the day of arrival.

Best,

David

[Monika64]

@David1151 Thanks for letting me know, I'm happy it all worked out! 🙂

[KandT0]

Here's a message I very recently sent to customer service:

====

Hello,

I note that (Korean) guest XXX cancelled his reservation with us for YYY date and received a 100% refund.

The cancellation policy detailed under “Reservation details” for that reservation reads:

“”””””

Cancellation Policy: Strict

Cancel up to 30 days before your trip and get a full refund. Cancel within 30 days of the trip and get a 50% refund of the total nightly rate, as well as a full refund of fees.

“””””””

We have always maintained a 'Strict' Cancellation Policy for our listings, and our understanding of that policy was as detailed at https://www.airbnb.com/home/cancellation_policies#strict

At that page, the Strict policy is defined as “50% refund up until 1 week prior to arrival”. And then it would follow that the refund due within one week of the due arrival date would be restricted to the cleaning fee and Airbnb fees.

I read in the May edition of the Airbnb newsletter that there are “Guest cancellation policy changes”. These changes are described at http://blog.atairbnb.com/guest-cancellation.

Under the subheading “How will this affect me as a host?” at that page, it states:

“”””””””””

This additional messaging for guests is meant to eliminate confusion about our cancellation policies and, ultimately, to encourage more bookings—especially for more flexible listings. The changes won’t affect refund cutoff dates, your payout, or your host fee.

“”””””””””

The key information there is that this change “won’t affect refund cutoff dates,”

So, based on all this information, we do not believe the cancellation I described at the beginning of this message qualified for a full refund.

What can be done about this?

====

Since then Airbnb has informed me that the cancellation policies were updated in late May to https://www.airbnb.com/home/updated_cancellation_policies#strict

My next question (still awaiting reply) was when hosts were informed of this.

[Marit-Anne0]

@KandT0

There is something really conflicting here - when I click at your cancellation policy in your listing, I get this:

https://www.airbnb.com/home/cancellation_policies#strict

Seems like there are different cancellation policies in different parts of the world and we are kept in the dark.  Not to mention that what is confirmed in the itinerary can be nul and void !

[KandT0]

I'll bring you up to speed now, Marit...

Here's a message I sent to customer service:

====

Hello,

I note that (Korean) guest XXX cancelled his reservation with us for YYY date and received a 100% refund.

The cancellation policy detailed under “Reservation details” for that reservation reads:

“”””””

Cancellation Policy: Strict

Cancel up to 30 days before your trip and get a full refund. Cancel within 30 days of the trip and get a 50% refund of the total nightly rate, as well as a full refund of fees.

“””””””

We have always maintained a 'Strict' Cancellation Policy for our listings, and our understanding of that policy was as detailed at https://www.airbnb.com/home/cancellation_policies#strict

At that page, the Strict policy is defined as “50% refund up until 1 week prior to arrival”. And then it would follow that the refund due within one week of the due arrival date would be restricted to the cleaning fee and Airbnb fees.

I read in the May edition of the Airbnb newsletter that there are “Guest cancellation policy changes”. These changes are described at http://blog.atairbnb.com/guest-cancellation.

Under the subheading “How will this affect me as a host?” at that page, it states:

“”””””””””

This additional messaging for guests is meant to eliminate confusion about our cancellation policies and, ultimately, to encourage more bookings—especially for more flexible listings. The changes won’t affect refund cutoff dates, your payout, or your host fee.

“”””””””””

The key information there is that this change “won’t affect refund cutoff dates,”

So, based on all this information, we do not believe the cancellation I described at the beginning of this message qualified for a full refund.

What can be done about this?

====

Since then Airbnb has informed me that the cancellation policies were updated in late May to https://www.airbnb.com/home/updated_cancellation_policies#strict

My next question (still awaiting reply) was when hosts were informed of this.

And then there's also the info we can see at https://www.airbnb.com/help/article/149/what-is-the-airbnb-cancellation-policy

Oh dear!

[KandT0]

Here's a message I sent to customer service:

====

Hello,

I note that (Korean) guest XXX cancelled his reservation with us for YYY date and received a 100% refund.

The cancellation policy detailed under “Reservation details” for that reservation reads:

“”””””

Cancellation Policy: Strict

Cancel up to 30 days before your trip and get a full refund. Cancel within 30 days of the trip and get a 50% refund of the total nightly rate, as well as a full refund of fees.

“””””””

We have always maintained a 'Strict' Cancellation Policy for our listings, and our understanding of that policy was as detailed at https://www.airbnb.com/home/cancellation_policies#strict

At that page, the Strict policy is defined as “50% refund up until 1 week prior to arrival”. And then it would follow that the refund due within one week of the due arrival date would be restricted to the cleaning fee and Airbnb fees.

I read in the May edition of the Airbnb newsletter that there are “Guest cancellation policy changes”. These changes are described at http://blog.atairbnb.com/guest-cancellation.

Under the subheading “How will this affect me as a host?” at that page, it states:

“”””””””””

This additional messaging for guests is meant to eliminate confusion about our cancellation policies and, ultimately, to encourage more bookings—especially for more flexible listings. The changes won’t affect refund cutoff dates, your payout, or your host fee.

“”””””””””

The key information there is that this change “won’t affect refund cutoff dates,”

So, based on all this information, we do not believe the cancellation I described at the beginning of this message qualified for a full refund.

What can be done about this?

====

Since then Airbnb has informed me that the cancellation policies were updated in late May to https://www.airbnb.com/home/updated_cancellation_policies#strict

My next question (still awaiting reply) was when hosts were informed of this.

And then there's also the info we can see at https://www.airbnb.com/help/article/149/what-is-the-airbnb-cancellation-policy

Oh dear!

[KandT0]

Oh dear even more...

A response from customer service:

""""""""""

As I am unable to provide you a specific date, I can assure you that Airbnb sent out an email regarding the updates to our Cancellation Policies.

""""""""""

And signed "Yours Truly..."

I kid you not.

This has all the hallmarks of someone's screw-up. Not just because of our own cancellation issue, but mainly because it does not make sense that a new policy comes into effect when the existing policy is still linked to our listing. And then there's the fact that South Korean law cannot possibly apply to everyone worldwide.

It looks like we shall add to our reputation with management by requiring them to comment directly to us about what is happening with cancellation policy.

We'll give the customer service people another chance first.

Oh dear oh deary me...