Late reservation, last minute cancellation

[Pamela-And-Jack0]

I had a guest reserve at 6pm. for that evening. (Last minute booking.) I told her that we were going out to a play (before accepting her reservation request) and wouldn't be returning until 11pm. She replied that she wouldn't be arriving until later, either.
Then I accepted her reservation request. She phoned me during the play at 8:05pm to ask if she could arrive earlier. I told her that nobody would be home to greet her until 11pm.
Then at 8:35pm, she cancelled. She is now requesting a full refund. What do you recommend? Do I give her the full refund? I may have been able to reserve the room for another guest, but it was already 8:30.

I'm trying to decide if she should get a full refund or partial refund on no refund.
Thank you.

[Marzena4]

@Pamela-And-Jack0 It depends how you care about money. I would be tempted to keep some money for the hassle, the host's time is also a value.

[Ric11]

I wouldn't refund her. 

She needs to contact AirBnB if she has a problem with it. It's what you both pay AirBnB service fees for. 

[Pamela-And-Jack0]

Thank you Ric.
I've already been paid out by AirBnb (they pay out after check-in), so if I gave her a partial refund, I'd have to wait until my next guest and it would be taken from my account. That happened to me once a couple of years ago and it was quite unpleasant.
Cheers!

[Susie5]

@Pamela-And-Jack0, I wouldn't give them any refund at all.  Especially if you documented via text or email that you wouldn't be home until 11 pm, they can't /shouldn't expect you to leave your evening plans to let them in.  That is not reasonable.  Your cancellation policy wouldn't indicate any refund after check-in, but I guess the question is whether they "checked in" at all.... anyway, I'd not refund them. If they give you a bad review (which they can do if they didn't cancel), you can reply with the facts as you've stated them - you were happy to accommodate their last minute booking, but would not able to let them in until 11 when your concert etc. was over. That should settle it! You have a ton of good reviews so I wouldn't worry about the impact of whatever they might write. Love Sonoma, by the way!!  My brother lived in Petaluma....

[Pamela-And-Jack0]

Thank you for your response, Susie; I really appreciate it.

Love Boston, by the way. My husband is a Brit, but he's a Red Sox fan.

Yes, Sonoma County is paradise and we certainly pay for it!

Love this community. So glad I asked I asked for advice last night.
Thanks again.

Pamela