Hey All!
I've always refunded people their money when they cancel. If they cancel the day of, I have given back half and told them if they rebook, I will take 10% off. I feel bad keeping people's money for a service they did not use - up until today!
A guest ammended her reservation on Sunday saying her boyfriend decided to come with her. Today she messages me and asks me what the latest is that she can check in. I think my listing says 11:00 pm, but it really doesn't matter as it is a separate structure from our home; I let her know. She then responds and says it's going to be really dark when she gets here. Then she immediatley sends another message and says her boyfriend can't come, and asks if she cancels can she get her money back. I tell her I have a lenient cancellation policy but didn't know it off the top of my head, but she should go ahead and cancel if she is not coming. She responds that if she cancels, she will not get a refund and tells me I need to cancel it for her---Ummm, no. So I told her that if she cancelled and IF my listing rebooks for that night, I am happy to refund her. She then wants to know if I can go ahead and Venmo her or Cash App her the money. After I tell her 'No! I can only refund through Airbnb', she cancels, and sends me a message asking when I will be able to Venmo her.
Ermegah...
Do y'all refund in certain cases or do you always stick to what you've choosen thorugh Airbnb? I wish I would have never told her I would refund her if my lisiting gets booked.