guest booked two rooms by accident

[Patricia235]

I've got a guest who has booked two rooms by mistake for two nights (two seperate listings).

What should I do as they have booked for two nights, and this now means its too late to get another booking for tonight for the extra room and no one at present can book the room for tomorrow night either.

If I cancel then I get penalised, and if they cancel they will still be charged as my cancellation policy is moderate, and airbnb will still charge them their service fee even if I return their room fees.

Please advice

many thanks

[Carol13]

Do nothing. Let guest cancel. Too late for you to get another booking.

[David126]

Agree nothing that you can or should do.

[Helen56]

Ask the guest to cancel one of the rooms, it was their mistake and you will be penalised by airbnb if you cancel.

You could offer them a refund of the cancelled room, but do it through the resolution center. Or you could say they will get a refund if you get another booking.  

However, I would not offer them a refund of airbnb's service charge, they can take that up with airbnb.

[Linda108]

I think some hosts have "host guilt" related to the guest mistakes.  That is a good sign.  You are not a hotel with hotel mentality.  However, you are still a business.  Let the guest take responsibility.  They will learn.  Perhaps you can offer a discount for a future reservation at your place which may not be used but at least you have acknowledged their "pain" and you have encouraged their business.  That is a tactic often used by high end hotels.