Guest announces intention to cancel and claim extenuating circumstances but keeps their reservation

[Alexandra316]

So I have a guest coming this weekend for 2 nights. It's Canada Day Weekend, so rooms have been booked up for a while. They asked a ton of questions leading up to the stay, and I've spent a lot of time helping them out.

They have now passed the point where they can cancel without penalty: we have a moderate cancellation policy set and it's less than 5 days before their arrival. Now the guest is saying that her mother isn't well, so they may not be able to come. However, she hasn't cancelled the reservation. She is saying that if they do cancel, they're going to claim extenuating circumstances, and she "hopes we'll be able to find another guest" and she'll let us know by Thursday if she's going to cancel. 

So how am I supposed to react to that? We certainly can't get a replacement booking if the calendar is blocked, and at this point, I'm worried about getting an alternate booking if they cancel. If they succesfully get extenuating circumstances, I won't get a payout. What would you do under these circumstances?

[Steve143]

Hello @Alexandra316,

I'd contact Airbnb immediately in an effort to force a cancellation decision from the guest.

I wouldn't want the booking to stay as she could then cancel on the day of arrival and make good on her promise to claim extenuating circumstances.

I'd point out to Airbnb that the guest says she'll claim extenuating circumstances should she cancel. To me, her mother's condition doesn't sound all that serious if she's dithering about coming to stay with you.

She should be pressed to dispense whit her dog in the manger attitude to your calendar and earnings.

Steve.

[Kanokkan0]

Unfair

[Letti0]

@Steve143 I would contaxt AirBnB now and tell them what she said and demand they recieve proof from a doctor as per their policy to cancel this reservation under extenuating circumstances due to her already saying it will be claimed to get a full refund. Also add in that you request they check her profile to see if she's done this before, since she seemed to know exactly how to work around your cancellation policy and get a full refund. 

[Cathie19]

Good advise @Steve143 & @Letti0.  I’d be on to Airbnb and ask the same. Sounds like the guest wants her cake and to eat it too! Especially on a special holiday weekend, it really isn’t nice.

I do hope your conversations have been through the Airbnb message site, and not verbal conversations.  If text messages, you can screen shot them and send them to Airbnb as evidence.

Let us know how things work out for you. Just DON’T preempt or send a refund yourself. Never ever!

🙂

Cathie 

[Kelly149]

and keep in mind that if she cancels day of then she will also get to review you, and you her.

good luck

let us know what happens

[Denise--Tom-And-Shane0]

Please explains this. If a guest cancels the day of her arrival, then the review process is in effect?

[Alexandra316]

@Kelly149@Cathie19 @Letti0 @Kanokkan0 @Steve Well after all that, they did keep the reservation, then they gave me four stars - still not sure why. These guests were absolutely not worth the hassle: they were a giant pain in the butt, and I should have nipped the whole thing in the bud before they turned up.

@Denise--Tom-And-Shane0 The guest (and you as host) are still allowed to review if the reservation is cancelled the day of arrival because there could be a problem with the guest or the property that caused the reservation to be cancelled, and a review is still warranted. For example, perhaps the guest turned up and the place was nothing like the pictures and description, or it was filthy, or perhaps the guest was denied entry to the property because they brought 12 friends when they booked for 1.

However, if you receive a review for your property and the guest was never there, you can ask Airbnb to remove the review: it was on the most recent Host Webinar with Brian Chesky.

[Kanokkan0]

AIRBNB support staff wil ABSOLUTELY not care. They will close your support requests without answering you, if they deem you make their day as hassle. They are absolutely horrendous.

[Victoria567]

Hi@Alexandra

phone your local air bnb number and explain the situation and see what options are available to you for air bnb to cancel this booking on your behalf, without any financial penalty to you or your listing by these timewasters.