Guest asking for credit

[Nicole216]

Hi! I have a guest coming in in a few days and they just told me that they were in an accident and don't know when they'll be able to come in. They're not cancelling, although they want me to cancel it for them, and asking for credit for a later date? This is the first time I've encountered this and I'm not sure what to do. Thanks

[Tim-and-Holly0]

NEVER EVER CANCEL for a guest. Airbnb will dock you and lock your calendar, even if you are doing the guest a favor. Respond back to the guest asking them to contact Airbnb and that Airbnb rules are that cancellations must come from the guest. Advise them that credits would be handled through Airbnb and not you and are dependent on the cancellation policy. Try to keep them focused on Airbnb.

With that said, you do have the option after they cancel to refund them some or all of the money you may be paid (depending on the cancellation policy you chose for your house). Normally, I tell people that if I can get a replacement booking then I will refund them an even amount. I make sure I don't lose money, but not really interested in making additional money off of someone else's calamity either.  Some hosts refuse to refund anything. But that is up to each host.

Anyway, make sure the guest canels if they are not coming and refund only if you want to do so.

[Nicole216]

Thank you @Tim-and-Holly0 for the reply. I got confused when the guest asked me for the credit. I've been hosting for almost 2 years now and this is the first time I've encountered this request. Thanks for the advice! 🙂

[Mark26]

The guest had an accident, not you. If he needs to cancel, let him make the cancellation. That is his choice. You've accepted his reservation, which made your listing unavailable to other potential guests who may have been looking for the same dates. His last minute cancellation should not cost you anything.  If he cancels AND you can find another guest to fill the dates that your guest can't use, a refund would be in order. But you shouldn't lose anything because your guest had an accident.  You shouldn't even lose a minutes sleep worrying about whether or not to offer a refund (or credit).

[Nicole216]

Although, I do feel bad he was in an accident, it's just unfortunate that he's cancelling now with his trip coming up this week. Thank you @Mark26.