Cancellation policy

[Belinda338]

Customer says he accidentally booked the wrong address.  He is asking how he can cancel ??  And the cancellation policy.  I am not to clear on that.  

[Joelle43 · Accepted solution]

Hello @Belinda338 

You have two cancellation policies for your listing - a moderate one where your guest can cancel up to 5 days prior to check-in date and the other one is a non-refundable option so it very much depends which one he selected when he booked with you?

Hopefully it's the moderate one and he can cancel from his end the reservation.  Let him do the cancellation and not you as you will be penalised by Airbnb

Joëlle

[Fabianne0]

Where we can see the cancellation policy the guest has chosen? I can't find it!

[Helen3]

is it on te booking confirmation? @Fabianne0 

[Fabianne0]

no, there is no information about it on the reservation request.

[Mike-And-Jane0]

@Fabianne0 then look at the price they are being charged. It will be 10% lower for the non-cancellable version.

[Fabianne0]

It is impossible, there is only one price there and I can't see anywhere if this is the original price or is the price with 10% discount.

[Joan2709]

Hi @Fabianne0 

1. Go to your Dashboard at the top click Menu/Reservations
2. On Reservations list look to far right - click "Details"
3. Scroll down and you'll see "Booking Details"

You'll see the cancellation policy for the reservation listed under Booking Details towards the bottom