Cancellation

[Y34]

Hello, I have a firm cancellation policy and received a request for cancellation 6 days before checkin.  The guest claim is a medical issue about her mother.  The problem is that is I cancel there will be not enough time to get a booking for this date, which is a 6 night reservation.  Need some guidance on best way to desl with this.

[Joan2709]

@Y34 

So I'm guessing this guest is outside your cancellation window for the listing and will not receive a refund if they cancel?  Whatever you do, DO NOT cancel for the guest. Othewise you will be penalized heavily by Airbnb. Ask them did they purchase the travel insurance offered by Airbnb when booking, as they can make a claim on that if they did.

We normally sympathize with the guest situation (be polite) and advise they should cancel ASAP. Then we let them know if we are able to get the dates re-booked, we may be able to offer a partial refund and will keep them advised. The sooner they cancel, the quicker we might be able to get the dates re-booked. If you have to reduce the price to get the dates re-booked, they will only be refunded the reduced booking amount. Some Hosts offer to provide a discount for a future stay.

[Marie8425]

@Y34 

If a Guest is faced with a qualifying emergency then she is protected.

As the Host you do bot have a qualifying emergency if you cancel you will be penalized.

When a cancellation is because of a Qualified Medical Emergency Airbnb Support has to be contacted by the Guest.  Airbnb not the Host determines Qualified or Not Qualified It is out of the Host's hands.

[Joan2709]

@Marie8425 @Y34 

I don't think this stay would qualify for the extenuating circumstances exemption, as Airbnb doesn't list that as a qualifying circumstance? Also, this was due to a situation with this guest's mother; not the guest. It's always a good idea for the guest to check though:

Cancellations - Major Disruptive Events

https://www.airbnb.com/help/article/1320

[Marie8425]

@Joan2709 @Y34 

The Guest probably already received a no, that is why Host please cancel.

My theory is when someone is not being 100% with me, that is a Red Flag.

As the Host if me, I would just emphasis an Emergency Cancellation is determined by Airbnb and my TOS agreement the Host can not be involved in decision.