Guest Cancellation

[Vance0]

Guest apparently didn't understand check in procedures and left an ugly note on the door about getting a hotel and that I shouldn't charge her card. She received the same instructions all the other guests have had no problem with. 

Am I correct in assuming that if I cancel the reservation its a hit on my record? The problem is that she obviously doesn't do well with technology and won't respond to my messages. 

I just want her to go away, so I'll waive the cancellation fee, but I don't know what to do

Vance

[Dave-and-Deb0]

Hi @Vance0,

Absolutely DO NOT CANCEL.  Tell the guest that she will need to cancel and that any money oweing to her will be refunded to her by Airbnb as they handle all refunds for cancellations.  Since you have a flexible cancellation policy, she could get some money back so do not offer her money back.  Also, if she cancels, she cannot write a review for you.  The fact that she "does not do well with technology" is not your problem especially since she had to use the same technology to book your place.  If you want, you can also tell her she can call the number on her confirmation.  Also let her know, the sooner she cancels, the more money will be refunded to her.

Here are the new penalties if you were to cancel for her: https://www.airbnb.ca/help/article/990/how-do-host-cancellation-penalties-work

Good luck @Vance0!

Dave

[Vance0]

All good info, thanks for your help

V