Cancellation

[Linda5000]

Unfortunately I had to cancel a reservation due to travelling for a funeral and not blocking it out on time before a guest booked . I have let the guest know and cancelled the reservation, however I have been advised that there is a £90 charge however I need do raise this as it was an unexpected emergency . Is there a number I can contact or email and does the refund directly be returned to the guest as they were due to travel tomorrow ? Thank you kindly , Linda (Host) ☘️

[Joan2709 · Accepted solution]

@Linda5000 

First, so sorry about your situation...

There are some extenuating circumstances where Airbnb will not charge fees for cancellations under their extenuating circumstances policy. Not sure if your situation would qualify. It would have been better to contact Airbnb and ask them if your circumstance qualified and if so, have them cancel the stay for you instead of you doing it. If they granted that, it would have prevented the fine and other negative consequences (Superhost stats affected etc.) Of course, always notify the guest via message regarding the situation (sounds like you did). Airbnb could have also helped the guest find another place to stay as well:

Cancellation - Extenuating Circumstances

https://www.airbnb.com/help/article/2022

Cancellation Fees/Fines

https://www.airbnb.com/help/article/990

Guest Refund Timelines

When a guest receives the refund depends on the circumstances and what payment method they used. If they used a CC, it can take up to 15 business days (according to Airbnb). Airbnb will sometimes issue an immediate credit to be used within 72hrs, but they would have had to been involved in the cancellation process. This is to help the guest immediately book another stay if their check-in time was very close to the cancellation.

If a Host Cancels

https://www.airbnb.com/help/article/170

When You'll Get Your Refund

https://www.airbnb.com/help/article/1967

Tracking a Refund

The guest can track their refund status in the App:

Let us know how it goes...