Is this a reasonable request? Guest Seeking Change/Cancellation on night of arrival.

[Debbie10]

Our guest checked in a bag the night before they arrived and then rang and cancelled two of the 3 nights booked.  We have a moderate cancellation policy.  She had stated she had an allergy to dogs (which may have been correct, although she had patted our dog and made a nice comment to him when they dropped the bag in).  I didn't realise when she wanted to cancel two nights - when she requested this through Air B and B system that we weren't going to get the 50% cancellation policy.  I feel bad now that we would ask for the money, but for the future - if someone wants to cancel how do I do this so that we still get the cancellation fee?  Thanks

[Dave-and-Deb0]

Hi @Debbie10,

I am not understading something here.  Why would you not get the 50% for the day(s) she has not stayed?  Also, many people either do not allow a bag drop or they charge the guest for it as it is like an early check in.

Dave

[Gerry-And-Rashid0]

This doesnt add up - you will get more money than you state..

[Maxine0]

The guest may have claimed extenuating circumstances if she has an allergy & if the host had not advised in her listing that she had a dog on the premises.

If the listing did state the property had a dog - then it's the guests error & the host should get the 50% for the days the guest didn't stay.

Seems odd though that they stayed one night & petted the dog if the allergy was so severe they needed to cancel the listing........

[Lisa7]

@Debbie10 Don't feel bad. But don't get taken advantage of. If they want to cancel, tell them to initiate it on their end with Airbnb, and the company will honor the cancellation policy you set.