Last minute guest cancellation due to health Airbnb refunded their money

[Jennifer1706]

I am fairly new as a host, (less than year), however I am unsure if I am going to continue hosting with Airbnb.  I had a guest book 2 months ago for a 32 day rental and the day before arrival, they cancelled the reservation supposedly due to health issue.  The day before that, they were asking me tons of questions on the rental.  I am really shocked that Airbnb gave them their money back.  I wanted to leave a review to warn the people, but even their profile is now changed somewhat and I am unable to leave a host review of their cancellation.  I have missed opportunites to book the rental and now left without renters and/ the rental income.  I had set up strict rental policies for cancellations.

I do not feel like Airbnb has taken care of my interests.  I am sorry people have been sick, but there should be some compenstation for me.

[Helen3]

Hello @Jennifer1706 

When you sign up to host on Airbnb part of hosting with them is that you have to abide by their extenuating circumstances policy.

I absolutely understan how frustrating this is. Hopefully you will get a replacement booking for some of the time.

Many hosts don't like this but it is part of parcel of hosting with Airbnb.

There are other listings comanies you can use which don't have such a policy.

[Jennifer1706]

Thanks Helen.  I am going to change my policy to short term rental only.  I think I was scammed because 12 hours earlier they were asking me questions on the place and restaurants etc.

[Travis100]

Hi Jennifer,

My name is "Travis" and I'm completely new to this. So, I'm concerned about what you just talked about, scamming.

Is there a way for a "tenant" to cancel the transaction, since the payout doesn't happen until 24 hrs after the scheduled check-in, especially if it's only for one night/day?

Thanks for you help.

[Helen3]

Hi @Travis100 

What @Jennifer1706  is talking about is not a scam per se  but Airbnb's Extenuating Circumstances Policy which states that either hosts or guests can cancel without penalty if there is an illness or injury or other extenuating circumstance (see Airbnb Help Centre). Guests and hosts have to provide evidence but some hosts report that this appears to be flimsy.

It's important to differeniate between tenants who in many countries have legal rights and guests who stay in your listing for a fixed period.

It really depends as to what cancellation policy you have set for your listing as to when a guest can cancel without penalty (see Airbnb Help Centre). I would recommend you have it set at least at moderate.

By the way if you have a question it is always better to start your own thread rather than add it to an existing thread or it can get confusing and less people will see it.

Good luck with your hosting.

[Barry-and-Lera0]

@Jennifer1706: Unfortunately these are growing pains with listing a rental. They all don't go smoothly and it will take a couple years to really get a grasp on what you want out of your rental. Ours is constantly evolving. With each guest you get new insight on how you can make the guest experience better, at the same time making your hosting experience more efficient and benifical to you. Long term requests we always ask a bunch of questions before we even accept the booking. Changing your cancellation policy and reducing the amount of days that can be booked are smart moves. You can obviously always change these aspects down the road once you find your rhythm. Just be aware when you change to a moderate or strict cancellation policy your hosting fee to Airbnb will go up.

3% for flexible, 4% for moderate and 5% for strict.

[Travis100]

My name is Travis and I'm completely new to this. In fact, my first booking isn't until May 8th.  My question(s) is:  since the payout happens 24 hrs after the scheduled check-in time, do "tenants" have a way of cancelling the transaction, especially when it's only for one night/day?

Thanks in Advance, Travis

[Jennifer1706]

The customer can't stop the payment. Airbnb deposited the payment then took it back out. Because they sent a dr excuse.  However the day before they were asking me questions. 

[Ian-And-Anne-Marie0]

@Travis100 

Airbnb take payments from guests a) Part when they book, b) Part 14 days before arrival and c) (in the case of security deposit) 48 hours before arrival.

Before arrival of the guest ABB have been fully paid.

The host being paid 24 hours after arrival ensures that:

- The guest doesn't get scammed

- The accomodation is as stated in the listing

- There are no conflicts between either Host or Guest.

There are 'ways' in which guests attempt or succeed in cancelling payments, but not generally through failing to pay ABB the accomodation fees unless their payment method gets refused.

[Sarah977]

@Travis100  I would suggest that you not accept same day bookings. I've read here a few reports of hosts being informed after a guest has stayed and left that Airbnb was unable to collect the booking money. This is most likely to happen with last-minute reservations. 

You might get more bookings if you accept same-day bookings, but they can be problematic- not only because of the payment risk, but also because, while some people can have a legitimate situation where they need a last-minute booking, most who do this aren't very organized people, expect you to rush around cleaning and trying to accomodate their lack of planning, and then not even bother to leave you a good review. It can also make it easy for locals, up to no good, to book your place for a drug deal, a hook-up or prostitution purposes. Which I'm sure aren't the type of "guests" you're looking forward to hosting.

[Jennifer1706]

What sort of questions for long term do you ask?  As my property is in another country, I feel the risk is different than those in the states.  It is harder to access the out of the country locations, and more expense to get there, so my thoughts are the clients are less risky than perhaps a group of college kids or friends who would travel via car to arrive and mess things up.

[Sarah977]

@Jennifer1706  It isn't harder to access out of US locations for those who live near those locations, or are you only planning to rent to US residents on holiday? There's nothing to stop college kids travelling by car who live in the country your rental is in from booking your property.

[Jennifer1706]

it is a small island of 16,000 people.  Owned by the Dutch.  It isn't easy to get too.

[Lisa723]

@Jennifer1706 @Barry-and-Lera0 @Helen3 yes, unfortunately when you host with Airbnb you are forced to provide free travel insurance.

[Linda108]

@Jennifer1706   Your apartment is lovely and you have stunning views.  I agree that accepting long term while you are new to this platform is risky.  For high demand season, short term, under 2 weeks usually provides better income and a significantly lower damage risk.  Also, while you are trying to build up your reviews and search position, more bookings works in your favor.  Good luck and welcome to Air BNB.