Guest canceling and i want to waive cancelation fee

[Ola15]

Hi, i have strict cancelation policy but one of the guest want to cancel booking 4 months in advance. Im happy to waive to fee, as iw ill be able to rent out the haouse to somebody else but not sure how to do it? Do they cancel and I reinbust the money? Or can i make an exeption in my cancelation policy?

[Marzena4]

Hello, @Ola15. The best is to ask Airbnb to handle such a cancellation.

You can contact Airbnb Customer Service - use Twitter @AirbnbHelp or the form: https://www.airbnb.com/help/contact_us#/. Or you will find a pinned post in the Help section how to do it: https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide/m-p/16165#M728

[Clare0]

Hi @Ola15. Ask your guest to go ahead and cancel.  When they do, you will receive a notification of the cancellation along with the option to refund any amount up to that which would ordinarily go to you under your Strict cancellation policy.  This is what it looks like.  In this example, the host's payout would have been $250.  You can refund all or part but not more since Airbnb will have refunded 50% already when they cancel. 

I hope this helps!