Airbnb tells guests that are cancelling that the host can choose to give them a full refund

[Julie732]

Recently I ran into an issue with Airbnb support telling a guest that was cancelling the same day that they were supposed to be checking in, that they couldn’t give them a full refund, but that I could if I wanted to. There were no extenuating circumstances, they just found a free place to stay. I found this incredibly inappropriate and off-putting.

In my view, Airbnb has three cancellation policies that hosts can choose from and if a guest cancels, Airbnb support should not be doing anything more than reiterating the designated policy to the guest. When they say things like, “well, I can’t but if you reach out to your host maybe they will be understanding and let you cancel without a penalty,” it just puts the host in a bad position. After checking with my local community it seems that Airbnb is doing this as a common practice which is really deplorable.

Airbnb keeps the booking fee so it’s no skin off their back if a guest gets a full refund from the host since if just leads to a happy guest at the host’s expense. I am not so sure I like being a host much anymore. 

[Manasui0]

welcome to hospitality bussiness... some times it feels like they throw s### and you still have to smile.. some times is easier for human to throw reaponsibility to others too.. at the end of the line it is our bussiness, our responsibility, and our fight to perform how ever we want. who also have to stand firm with out issulting them.. we should explain why we put up such policy and why should I refund your money? when you are not in agreement.. Airbnb is not a shield and not perfect.. yet they have done so much and improve in many areas and for that I am great full.. Hospitality bussiness, hahhah, is just the suckiest part.. being nice when they treat you wrong.. don't take me the wrong way.. for some country origins (trying so hard not being races) ussually do much worst and seriously ask me to prepeared a personal cheft and don't want to pay for it..  I learn standing at the right firm base line and using our knowledge is the best was to stay firm, cause no matter what they will try to push you around with or with out Airbnb to be able to evaluate clearly, A guy trash my place refuse to check out on time and leave me a single star review.. because the ask me to pay by cash not using Airbnb app.. these thing happens.. is just use it as an experience that will not repeat it self in the future than worrying to much what our mediator should or should not do for us as a host or guest.. you just have to say No and bitter it with sorry we cannot do that, unless we got  another guest is has book in 24 hour as replacement, we cannot do much to help your situation.. just remember we never pull a gun into their face to book our villa and tell them not to read what we have wrote about the place.. We are erarning money not social worker for the needed.. but, this my way, is your house, is your rules, is your way.. don't let them bully you, cheers

[Rebecca1603]

Oh my, that was well said and wise. Not pleasant to hear,  very humbling for me. I tend to get so upset with all the nonsense from guests. But you are correct, it’s hospitality…and it’s all my choice how to respond and react. Thank you for the reminder…I definitely have to be a little more of a grown up 😌

[Cathie19]

So far this season, my bookings are longer. Hardly any two nights minimum, but four, eight or thirteen nights stay. The length of the stay matters, when it comes to guests or Airbnb expecting refunds for last minute cancellations without good reason. 

[Sarah977]

@Cathie19 That's a very important point, although no host should have Airbnb override the cancellation policy.

My average guest stay is one-two weeks. And my guests generally book at least a month ahead, as they are mostly flying here on vacation, so they have got everything dialed in well ahead of time. A woman this season made a one week booking, then altered it a week later to the following month, then cancelled 2 weeks before, so with my moderate policy, got refunded. The first booking she made, which she altered a week later, was the only week I never got another booking for during my high season, as she altered it 2 weeks before check-in. I'm going to keep that in mind next high season if anyone wants an alteration.

[Andrea1177]

Mine was because of my " house rules" which is reasonable.  Lol

[Jane1007]

Had a guest stay 2 of the 4 days and only left because of a work emergency, the new system didnt allow me to put in place to refund part payment before he (being a new member) ended up pressing cancel, now it looks like he cancelled because there was an issue. I have been a host for 4 1/2 years so do not appreciate the new system creating perceived isssues.

[Andrea1177]

If a guest verbally cancels by saying they want to cancel and not stay and no refund but they didn't press the " cancel reservation " do the host legally have to let them in, knowing possible issues?

[Evelyn668]

Agreed! This has happened several times to me. Also, I had my whole property of cabins booked for a wedding. They showed up and decided it wasn’t photogenic enough and ABNB gave them a full refund, after checkin, on a strict policy, when they finally used the excuse of an odor. Mind you nobody else smelled anything and they just needed an out so they could get a “bigger and more private space”. ABNB does NOT have hosts back on cancellation policies…… they throw their hosts under the proverbial bus.