Guest Wants to Cancel One Night

[Rich4]

Quick question everyone.

A guest that booked and confirmed for the coming weekend this morning, now wants to cancel Saturday night, but still stay on Friday night - her reason is that the home she's moving into will now be ready for her on Saturday afternoon. She's asked for a refund for Saturday. My cancellation is set at medium (no refund if cancelled within 5 days) and my initial reaction was, hard luck, but on reflection, refusing, could cause an awkward situation on Friday night so I am in a quandery. 

I was thinking of telling her to cancel via the site as normal and that if, and only if, I get a replacement guest for Saturday night, then I will refund her, minus the Airbnb fees - what do you think? How would you handle this? I get the feeling she's already tried to cancel via the site and has seen that she won't be refunded and so is trying it on with me...

[Helen3]

There's no reason you should be out of pocket because of a change in your guests arrangements.

I think what you are suggesting is a generous compromise on your part. So I agree if she wants to cancel she needs to do this through BnB and as you say if you get another booking you can choose to refund her less fees.

Hopefully she will appreciate the kind gesture on your part.

[Ed-and-Hugh0]

@Rich4 Instead of canceling, they should just do an alteration.

[Clare0]

@Ed-and-Hugh0 Yes! Why don't people think of alterations??

[Rich4]

Thanks everyone! That's what happened in the end. I don't know why I didn't think of that myself 😆 It's not as if I am new to this game... Really appreciate the input.