Short notice guest cancellation

[Catherine8]

My guest called me about an hour prior to his expected arrival time to cancel due to bad traffic conditions.   Because I was working today I paid someone to prepare the rooom for him and I left work early in order to get back to welcome him.  He phoned to ask for a refund and I tentatively said yes, but on second thoughts I'm a bit non-plussed about it and said I would investigate the position with airbnb.  

On my airbnb account, I have flexible cancellation terms.

Can you advise me what to do, please.  Should I offer a partial refund?

[Allison2]

Per your cancellation policy, the first night of his reservation is not refundable once he's within 24 hours of check-in. I'd respond that you're happy to stand by the cancellation policy that he agreed to when he made the reservation - if it's a multi-day stay, he needs to cancel through the Airbnb system to receive a refund on them. (Do not cancel for him!)

As a goodwill gesture, you could give a partial refund, or a discount on future stay, but that's up to you!

If he's unhappy with that resolution, he can take it up with Airbnb.