Guest spent two out of three nights and had to leave early but it isn't an 'extenuating circumstance

[Felicity10]

I have a guest who spent two out of the three nights that she booked. The third night is tonight, Saturday. She let me know yesterday afternoon that she had to leave early. When she told me, I assumed she would just leave and assume the charge of the night that she isn't spending but had reserved. Last night, she sent a request for a change in reservation which would entitle her to a refund for that night. I can decline, but I would have liked to talk to her about it. I feel a little put on the spot. All reviews have been super postitive, what to do? 

[Felicity10]

Yes, am definitely going to do that~ 

[Danny9]

Assuming financial losses due to the fact that someone's travel or other arrangements have reportedly and allegedly changed is simply not wise. No one can blame guests for the fact that their flights change; family issues arise, business travel plans change at a very short notice, etc.. These are all facts of life, aren't they? 

Yet, how can someone else, i.e. host who has no say in such arrangements be asked to therefore, suffer the loss of income? Can he or she be blamed for the reportedly suddenly changed circumstances? 

The Airbnb rules are very clear. If there are no extenuating circumstances, the host's cancelation policy will be upheld. 

True, the guest may or may not be able or willing to leave a bad review. But the host has an equal chance to reply to it, and explain what happened. You cannot be a hostage to the possibly heavily biased reviews of your guests or allow the whole system to become a farce. 

I believe in extending a  good will gesture towards the future bookings as in offering a discount, etc. It is nice to offer some flexibility and compassion, too. But the done deals are done deals... 

Danny

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[Mike77]

@Danny9

"But the done deals are done deals..."

Yes!  About time someone got the message.

Mike
AirBnB Treehouse for Rent
https://www.airbnb.com/rooms/7292887
Mike says: "Need to contact AirBnB, Google It."

[Felicity10]

Hi Danny,

Thank you! I definitely feel like if there had been a problem with the cabin, that would have been different. And so, given the situation, your perspective feels spot on. 

Felicity

[Bill50]

A lot of folks on here have thought I was crazy, but here is how I handle that.

In your case, I would offer them 1 free night when they make a return visit instead of refunding money.

My "current" guest cancelled a 3 day reservation the day of arrival and assumed she would lose all her money (Strict cancelation policy).  What I wneded up doing because it was a medical issue (could be a lie), I refunded her 2 of the three nights and offered to give them one night free if they make the trip in the future. (I have a 2 night minimum)

To me, this creates a win-win, she was thrilled and I hope the payoff in the future will be a pleasent rental and a good review.

[Felicity10]

Hi Bill,

Thank you for that. Yes, that's what I did, I offered her a free night (she only cancelled one night); But she came back with "Since I don't know when I'll be returning, would you consider refunding at least half my money?"  Which I have to say, was a bit of a surprise.