Guest Cancellation

[Ashleigh9]

Hello,

My guest needs to cancel their reservation due to an emergency. I have a strict cancellation policy that requires them to pay half of the reservation if they cancel. I undertstand the guest's emergency and I don't want her to have to pay anything to cancel. How can I accept her cancellation without having her pay?

Thank you!

-Ashleigh 

[Gerry-And-Rashid0]

@Ashleigh9

Tell her to cancel. You will then get paid according to your cancellation policy and can refund her. She will have not get back her Airbnb booking fee if she contacts Airbnb and proves extenuating circumstances 

[David126]

@Ashleigh9

She should contact AirBnB and request a cancellation citing extenuating circumstances, that way she gets the AirBnB fee back as well.

[Cynthia-and-Chris1]

@Ashleigh9  Instruct your guest to Contact Airbnb and see if she can provide documentation that falls under the Extenuating Circumstances policy.  Don't do the canceling yourself or there will be steep penalties, even though you're trying to do something nice.