I have the strict cancellation policy and had a guest that wanted to cancellation the night before they were to arrive. They wanted me to refund their money. I told them that even though I don't have to, I I would agree to refund any amount I make if the room rented for the days they were supposed to be here. They told me how they couldn't afford to lose the money and asked again for a refund. I said no and told them that I always recommend trip insurance to my friends and family just for times like these. THEN I get a call from Airbnb wanting me to refund them at least part of their money! Why does Airbnb want me to not follow my set policy, but they will never bend on their policies? I explained to the Airbnb rep that I chose that cancellation policy for a reason and that I felt I was being fair with what I had offered to the guest. They then asked if I could at least offer the guest a special deal on a future stay at my place. I said yes because I felt pressured that it was what Airbnb wanted me to do. Honestly, I doubt this guest would ever book again even with a discount, so it won't be an issue. However, should I be feeling badly about upholding my cancellation policy? Why do they offer this option if they don't want us to actually use it?
