Guest’s flight cancelled...

[Jane563]

I’ve got a guest coming for six days due to arrive this evening. This morning she told me that her flight has been cancelled - have checked the Gatwick arrivals page I can see this is true. I knew where this was going and sure enough it happened. She asked to change her reservation.

I know there is nothing going on at the airport (bad weather or anything else)  she is flying from, because I have checked. 

I’m not going to willingly take the financial loss for this, so I refused her request and Airbnb upheld my decision.

There’s probably going to be one unhappy guest this week, and I’m risking a bad review. In fact I probably will, it’s happened before the same reason. But this time I’ve protected myself by taking it to airbnb.

All because she didn’t get travel insurance. Why do these people try and save a few pounds? 

I’ll probably be back next week moaning about the bad review.

Happy hosting everyone.

[Linda108]

@Jane563   I like your idea of suggesting travel insurance should there be circumstances that would be acceptable to the insurance company.  I am not experienced in obtaining refunds from travel insurance so I do not know if Air BNB loose interpretation would be more traveler friendly or not.  I do know the one time I attempted to be reimbursed for the theft of items in my luggage, I was not able to provide the necessary documents needed for reimbursement.  Most insurance companies are pretty difficult about that.  Do you have any experience with travel insurance reimbursement?

[Jane563]

No I don’t but I do always read the policy through when I take it out, to make sure that it is right for me.  When I am away, I make sure I have the insurer’s details written down in case I need to contact them.

My sister was able to obtain a full refund of her holiday costs when our father died suddenly. Airbnb will also refund all a guest’s money in these circumstances, although it can take time because they have to produce evidence. As far as I am concerned this is fair, because a host can cancel a booking if they have had a bereavement without penalty.

Many policies have a small excess of around £50, which means that it isn’t worth guests claiming the first night of accommodation back. I understand that the loss of £50 is frustrating, but I won’t be a guest’s top up point if their insurer won’t pay the full amount of their claim.

[Helen427]

No worries @Yadira22 and agree!

@Jane563  that's great news all around & a wise move on your part to incorporate that quote in your listing.

I'm sure things will work out well for the rest of her stay.

It's helpful to know that passengers can get refunds & it's something maybe to keep up your sleeve for any future guests to help balance things out of your control and give them some peace of mind as it's not your doing that flights are delayed etc.

Have a great weekend

[Kevin1056]

I just dont understand hosts like this...She is trying to blame this guest for things that she had no control over, Ive never bought travel insurance and ive never needed it. Its defintely not her fault that her flight was cancelled but your unwillingness to work with her a little I find quite amazing. This business has really turned into every man/woman for him/herself. But your attitude of blaming her I really find disturbing. I always try to work with guests or I try to get the days rebooked. I always try to find a compromise if one can be found, I dont just blame the guest.

My business partner is flying into London tonight and She going to do a last miniute booking and I totally understand why shes doing it last min after reading the posts of so many hosts who are unwilling to compromise in the event of misfortunate incidents.

[Kevin1056]

You did the right thing...

[Christine615]

If I have booked a non-refundable hotel room, I don't expect the hotel to eat the cost because of flight cancellations. I travel a lot. It happens. She still has a place to go even though she didn't technically sleep in the bed the first night. Not sure why guests think we have more flexibility than a hotel.

[Jane563]

Just come back to say that the guest left me a five star review!