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. 

[Alice595]

@Susan17I am curious what hosting standard was broken? Airbnb CS had to provide the details, don't they?

[Susan17]

@Alice595 

The  perceived "violation of Hosting Standards" in this instance, was that they aircon units in the property were portable, not fixed. 

[Alice595]

@Susan17AC unit is a choice of amenities selections. I don't think that it has anything to do with it being fixed or portable. If a portable AC unit is provided, the host still cannot check Air Condition cooling amenity. Is my understanding correct?

[Ian-And-Anne-Marie0]

@Alice595 

AC unit is a choice of amenities selections. I don't think that it has anything to do with it being fixed or portable. If a portable AC unit is provided, the host still cannot check Air Condition cooling amenity. Is my understanding correct?

Alice... I've not checked this but... amenities also include Hairdryers. Are you negligent or conravening some policy if your Hairdriers are not fixed? I don't think so. Whether the Air Conditioning is fixed or portable it should make no difference. Portable Airconditioning units normally have exhaust vents to outside, in this respect they are no different to fixed units. If a portable Airconditioning unit is sold as such - then it is an Airconditioning unit. It might not be a 'good' one. But it is an Airconditioning unit and nowhere is it stated that a 'good' unit should be provided.

The same would apply to cookers, fridges, microwaves, freezers, washing machines, driers etc... in my opinion.

cc. @Susan17 

[Susan17]

@Ian And Anne-Marie1 @Alice595 

The amenities checkbox for air con does not specify whether the units are fixed or mobile. 

Regardless of Airbnb's spurious excuses for refunding though, the real issue here is that Airbnb arbitrarily decided to hand back several hundred dollars of the host's money to the guest, even though the guest had NOT requested any refund. 

[Ian-And-Anne-Marie0]

@Susan17 

Pity they don't apply the same Terms of Service when guests want to check in early, sneak extra guests, break house rules (including partying, smoking, pets, quiet hours, parking, etc...).

Thinking of your screen grab... Do Airbnb offer the option of 'Fixed' or "Mobile' Aircon units in their amenity list? 

[Alice595]

@Ian-And-Anne-Marie0I agree with you. When a guest breaks the house rule, does it mean that the guest violates the Terms and Agreement laid out by Airbnb? Can we host ask for fine taken from the security deposit?

[Ian-And-Anne-Marie0]

@Alice595 

Your House Rules form part of the Terms and Conditions. The agreement to rent your accomodation is between you as a host and the guest provided by Airbnb. If a guest breaks your House Rules you are entitled to claim for the transgression but you would be advised to put a fee for that transgression in your House Rules as obtaining receipts for necessary re-instatement would cause time delays after the fact, as well, you would need evidence to prove the transgression. With both of those Airbnb should support your claim via Resolution and a payment request made to the guest. If Airbnb don't support your payment request then you should pursue your guest directly as the agreement is not exclusive to Airbnb and the guest they provided is still responsible for the agreement with you.

If you register your guests at check-in you can insist on full contact details which you will then have available to help your private claims against them should you need to.

[Susan17]

[Max144]

I had guests booked to stay for 2 nights at cheap $64 per night anyway the day before arrival Airbnb asked me if i wanted to refund first night as they couldnt make it, so really had no choice as would have been to uncomfortable to host if i refused to refund first night, they stayed one night and just as expected there was no connection and still felt uncomfortable i would have actually perferred if they had just cancelled both nights and refunded there money and they booked elsewhere.

[Ange2]

@Max145   If guests refuse to take responsibility and honor their reservations, I agree, better to cancel the whole trip because that kind of behavior bodes ill.  I have had people show up a day late and never ask for a refund, that is taking responsibility. I have also turned up a day or more late because of unavoidable travel snarl ups but I would never expect the host to take the hit for it, that is what insurance is for and most credit cards offer it for a few dollars with just a click of a button.

[Donald28]

Ive had a guest cancel and airbnb email me with a sob story about how it would be so nice if I could refund the guest and could I see may way clear to doing that?! 

I'm like... NO! I have a strict policy that YOU created! If you want to refund them then YOU DO IT! 

[Jessica-and-Henry0]

Last year when I had a cancellation, I told the guest actually if Airbnb thought the guest deserved a refund they are the ones that would provide a refund, and that Airbnb NEVER asks for host's permission to issue a refund. As a host, imo the cancellation policy agreed on at the time of booking should be respected since this is a contract and rules are rules - this was my position and answer to Airbnb CS when they contacted me. Also that I have no idea why (and also quite appalled that a global company such as) Airbnb would imply it was up to a lone host to provide a refund. Airbnb clearly states they have the final say in all resolutions and they have all the power so if Airbnb thinks the guest SHOULD be refunded they will completely disregard the cancellation policy and just refund so they should take it up with Airbnb who is the one actually hodling on the guest's money. Hosts aren't paid a dime until a couple days after the guest's intended check in date so I recieved no money or payment for the guest's booking and it's really frustrating to get refund requests when I haven't been paid and asking me to issue a refund NOW means the guest and Airbnb expect me to refund the guest out of my own pocket!!!! I never heard back from that particular guest again. And I got the payout I deserved from that cancellation as well. 

I've always had a strict cancellation policy and that particular booking was actually long-term so 1st month not refunded. Depending and the tone and attitude of communication I would have considered following the strict cancellation policy to refund half, but Airbnb CS and the guest were so rude, insistent and irritating that I thought "I'm keeping every penny I'm due" and did. 

[Yu45]

I had a guest who requested check in early morning 6am. I have to got up clean an prepare the room for her. Waited he checked in and fill-in our check in log. But after she put her bags in the room, she decided go out for a walk. After her walk, she insisted she didn't check in, because she think our check in time is 3pm. So checked in before check in time counts nothing for her. And check in log is just a piece of paper. I asked why she wants to check out, she said there is no fruits store close by. But there is big supermarket just cross the  road, and a street fruits shop few  mins walk. I don't know what to say about this excuse. I feel this guest has racism towards Asian host, but I can not prove it. Anyway, I let her canceled it, I don't want bad energy in my property.she should just go. And I reported it to Airbnb, I didn't actutally know what happened eventually.Airbnb should have a better solution on this issue. My heart was full of love, but after few accident, it broken to peices. of course, most guests are nice. Try not to let few bad ones ruin our good heart and passion.

[Keith312]

A guest booking just cancelled 7 days before they were due to arrive. Airbnb sent me an email saying that we would get a 50% payout as per our cancellation policy, and the guest contacted me asking if I knew why Airbnb had cancelled it so I suggested he contact them to find out. Today I looked at the now cancelled reservation and it shows that a full refund has been given to the guest and we get nothing! What's the point of a cancellation policy if they don't comply with it?!