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. 

[Helen427]

@Anonymous 

The issue that I raised in my first post that I feel needs to be pointed out to Guests in cases like this is to use the Modification tools to '"Amend/ Alter dates" of booking when they are an "Existing Guest" as it's an 'Existing Reservation and current stay",  not a prior to arrival booking Cancellation or one made because Terms of Service are not been adhered to.

Hence I included @Laura_C  who is Head of Core Services into this discussion.

It's an area where perhaps the two issues could be better portrayed to Guests as to which option is more applicable/ appropriate to use in the very the different circumstances.

It also is for a Guest and Hosts betterment on their Profiles and future bookings as the word "Cancellation" on one's listings can have a detrimental impact on all parties reputations, including that of ABB  as a brand 🙂

Cheers

[Anonymous]

@Helen427  The terms of service do not prohibit a guest from choosing cancellation and receiving the refund that their host's chosen cancellation policy entitles them to. This really is far simpler than you're making it out to be. 

[Helen427]

@AnonymousYou are missing the point!!
You need to spend a little time in Court Rooms and studying & absorbing points of laws!

It's the "Spirit and Intent" of the Options available that are key issues here.

When a Guest is already on their Trip, as my guest was, there are Options for Guests to choose between "Change" and "Cancel".

It would be beneficial if where Guests for whatever reason are already into their Trip that where they are requiring an "earlier check out" they are encouraged to use the "Change" option and click on the calendar and "Change" the dates to whatever day they require the change to be from for their stay over and above using "Cancel".

The Options both have different purposes and intentions.

My Guest was quite happy staying however as I said, he was given the offer to stay at a friends place for FREE whilst his friend is away.

We both spoke about what happened when he came to pick up the rest of his belongings and he said he was unaware there was an Option to "Change" the dates of his booking to an earlier check out without any consequences.

It would help to make a better experience for both Hosts and Guests if the option to "Change" is better explained so there are less "Cancellations" when it is more appropriate to use the "Change" option.

One is unable for an example to "Cancel" an existing stay in a Hotel, but they can "Change" it during their stay and extend or shorten it.

I hope that clarifies the point I was making.

Have a great day!!

[Anonymous]

@Helen427  I understand your point, and obviously I disagree with it.

The fundamental difference between Change and Cancel is that the former requires the other party's approval, and the latter doesn't. If you want to be the gatekeeper of booking changes and refunds, all you have to do is change your cancellation policy, thereby eliminating the easier alternative.

A guest cancelling a booking has no negative impact on your listing. Only host cancellations do that.

[Helen427]

@Anonymous  hahaha, I'm on the Right and you are on the left of the field!!

It must be nearly shut eyes for you in Germany so no more blue light, switch of your devices and have a great kip!!

Nearly lunchtime in New Zealand so that could be a good thing to stop the "nibbling" 😉

[Anonymous]

It's 1 AM in Berlin, most parties are just getting started...

[Helen427]

@Anonymous 
On a Monday morning""""????

[Sandra856]

@Helen427 There is a reason why I have the strict cancellation policy. I do not want to refund a guest who decides to stay at a friends place in the middel the booking leaving me out of money. If the guest wants to cancel - then the guest should cancel and if that is in the middel of the trip the guest won't get a refund as I have the strict cancellation policy. If the guest sends me a request to change the booking instead of cancelling my cancellation policy gets overruled and the guest is refunded for the days not spend. That's the whole idea with this thread. The guest got an impression that it is okay to change a reservation - meaning not respecting the cancellation policy. 

[Sandra856]

@Helen427 Did you see my reply? What you have told your guest is completely wrong. A guest should not be able to change his reservation. The guest should respect the cancellation policy. 

[Laura_C · Accepted solution]

Hiya @Helen427 ,

Thanks so much for reaching out. Because you have chosen the Flexible cancellation policy, this is in line with the parameters laid out.

You could move to a different policy if you want to avoid this type of situation (although of course stricter policies might decrease your bookings).

I know this topic is a hot one amongst hosts, so I'm sure there are many hosts here that can share their experiences with the different policies available! Please refer to our documentation about the parameters of the different options here, too: Cancellation Policies

Thanks,

Laura

[Helen427]

Thanks @Laura_C 

There's also the Cancel or "Change" option which is what I was endeavouring to let @Sandra856 @Anonymous  and others be aware of which is a useful option to use regardless of what Policy one has for current reservations where a guest is already In House.

Use the select "Change" to alter and or offer or decline a partial/full etc refund or none at all to open up one's calendar and change one's reservation to either shorten or extend a reservation.

I hope this clarifies what I was explaining to you  @Sandra856 @Anonymous as it gives you an Option to not suffer so much financially and allows others to book your home when it suits you.

All the best & thanks for your input

https://www.airbnb.co.nz/help/article/166/how-do-i-cancel-a-reservation-as-a-host

[Sandra856]

@Helen427 I'm sorry, but you don't seem to understand the point/problem. Why do you think the poster started this thread and why do you think Laura talks about this as a "hot topic". I don't want a guest to think it is okay to just alter/change his or hers reservation in order to avoid my cancellation policy.

What you told your guest - that he could just alter his reservation with no consequences is unfair to the next host he books with. 

He now believes he can rent a place and if he changes his mind - if the weather is bad or a better or cheaper listing appears he can just alter and the host will be out of money because the cancellation policy the host picked in order to secure an income has been overruled - and if the host declines the request it will be difficult to get a nice review - it really puts the host in a bad position. I really do not know how to explain it but hosts do not want guests to think that they can just change the reservation whenever they feel like it. 

[Helen427]

@Sandra856 
To clarify, As a Host you can take the initiative and make the "Change" rather than the Guest exercising this option first so you as a Host are in control from the outset.

The Guest can either agree or decline the offer to change their current stay.

It works out to the Hosts advantage.

I've recently used it and it's worked out well, my guest got a partial refund, I got to keep some of it, and it opened up my calendar to other Guests.

I had a guest last year who changed their travel plans and had exercised their right to request a 'change'  to their current stay and wasn't aware we Hosts also have this Option.

I'm not talking about Guests who have yet to arrive to stay, I'm referring to situations where they are already in one's home.

As a Host we have this 'Change' Option to be in control of what outcome we want to.

[Sandra856]

But @Helen427 it is even worse for a host if the guest wants to alter when the stay has already started as it will be difficult to get a new booking. I got the strict cancellation policy to secure that if a guest leaves after check-in I'm still paid.

I do not want the guest to believe it is okay to change the reservation. I want the guest to respect my cancellation policy. 

[Rebecca181]

I notice that Airbnb behaves in a very inconsistent manner when it comes to support and policy issues. Either their own policies are murky, even to their own employees (support personnel especially) or they violate their own policies when it suits them to do so. Perhaps it's a combination of both, or something even worse. Regardless, this lack of consistency really needs to be addressed by Corporate, because it is absolutely inappropriate to throw their own hosts under the bus by suggesting guests who cancel can approach the host for an (undeserved) refund.