Guest canceled 18 hours before check in & requests full refund on holiday weekend!

[Don60]

A guest canceled his reservation less then 18 hours before check-in. My cancellation policy is "Firm", so I denied his requests for a refund. That was a super busy holiday and graduation weekend, and I could have booked to someone else if he canceled a week prior to check-in. I've officially denied the refund request thru AIRBNB FOUR times!

My question is: How many times can a guest request a refund and be denied, before the option to do is is gone?   Thanks.

[Fred13]

Interesting question, uncommon probably because most will get the hint after the 2nd denial, but not this character.

[Don60]

Hi Fred13,

Apparently, a guest who cancels can submit unlimited refund requests for the same booking within 30 day of the check-in date.

I told the Customer Service that is ridiculous and has to change.

The ability to submit an official refund request should be limited to 2 times.

I assume Customer Service reached out to the canceled guest. I received a "Ticket is Closed" notice from them, and have not heard back with any more refund requests from the guest. Case Closed but it was very annoying. 

[Fred13]

I bet, and a waste of everyone's time.

[Helen3 · Accepted solution]

This is one for Airbnb Customer services @Don60 

Do give them a call and let us know what they say.

they shouldn't be able to keep doing this if you've already confirmed you're not giving them a voluntary refund. 

[Don60]

Hi Helen3.

I took your suggestion and called Customer Service. They were very helpful.

Apparently, a guest who cancels can submit unlimited refund requests for the same booking within 30 day of the check-in date.

I told the Customer Service that is ridiculous and has to change.

The ability to submit an official refund request should be limited to 2 times.

I assume Customer Service reached out to the canceled guest. I received a "Ticket is Closed" notice from them, and have not heard back with any more refund requests from the guest. Case Closed but it was very annoying. 

[Helen3]

Ticket closed just seems customer services have closed your inquiry .

they do this unilaterally 😒

hopefully your guest has got the message