Guest cancels at arrival

[Arnon0]

Hi Fellow Hosts,

I've just had a guest arrive at my apartment and ask to cancel the reservation as she did not like the building the apartment is in. 

She agreed that the apartment looked great, but as my downstairs neighbors were cleaning the stairwell there was dirty water downstairs. Of course I explained that they were just cleaning, and that it would be clean in 10 minutes, and that it has nothing to do with my apartment, but they still decided not to stay. 

I don't think they deserve a refund for something like this. 

What do you think I should do in such a situation? 

Thanks for any help you can offer. 

[Christine1]

@Arnon0, I can understand that this would be an unpleasant experience for you. How wonderful that you live in a situation where people are making an effort to keep all areas clean.

It appears that your guest has acknowledged that you provided very nice accommodation as per your listing. They have a booking with you, arrived safely and were greeted well by yourself.

If they choose to walk away, then they may decide not to cancel via AirBnb, and instead to allow you to receive your fee without any challenge just as if they had stayed. It is not necessary for you to cancel the booking, that is their responsibility.

If they choose to cancel then your cancelation policy comes into action via Airbnb automated systems, and you do not have to do anything to claim or distribute money It is all automatic and your funds are still due to you. 

Keep in mind if they do not actually "cancel", the room is still "theirs" you cannot re-book it across their dates, and technically they are still also responsible for the property. So keep it all nice and secure until it's time to greet your next guests. 

The money that you are paid is in large part for making the room ready and retaining availability for them. It appears that you have honoured your aggreement. 

All the very best to you. Enjoy the beauty of your neighbourhood, because it sounds fine.

Regards, Christine.

[Arnon0]

Thanks for the reply.

They did just cancel with Airbnb, and my cancelation policy went into effect.

This experience, however, is urging me to consider making it more stringent...