Guest cancelled during stay, do they get a refund?

[Karen27]

I have a guest who's cancelling their reservation after staying two nights. They were happy with everything but their situation has changed. I have a flexible cancellation policy where they have to cancel 24hr before check in.

So unless I'm missing something there is no refund for this guest, right?

[David-and-Fiona0]

right

[Heidi-and-Sean0]

This is happening to me right now. Guest decided they wanted one less day and notified me during their stay and now they want a refund. I said no as I couldn't book the house out because calendar showed that they were there. 

[Helen3]

Hi @Heidi-and-Sean0

Just let your guest know (in person and through BNB messaging) that you are sorry that they need to cut short their stay as their plans have changed and that BNB will deal with their cancellation. You can advise them they need to go into their booking confirmation to cancel the booking.

BNB will then cancel the booking.

Depending on where you are and how population your type of listing is, you can say to the guest if you get another booking for that night, you can consider a partial refund.

[Heidi-and-Sean0]

Thank you. They're stay is complete. They are now asking for refund because they did not stay the final night. I did decline refund as the home was not able to be booked out. Thank you for your help. Fingers crossed this doesn't get ugly. 

[Rich-and-Yan0]

Yes, that was my concern: that the guest would retaliate against you in their review. Let's hope it doesn't play out that way, but these reviews are a powerful weapon that guests have, and many of them know it (and exploit it).

[Steve143 · Accepted solution]

Hello @Karen27,

It depends on how many nights the reservation was for.

When a guest cancels after check in, and your policy is flexible, the policy description cancellation_policies says

"If the guest arrives and decides to leave early, the accommodation fees for the nights not spent 24 hours after the official cancellation are fully refunded."

So If they've stayed 2 nights of a 4 night stay they'd get a refund for 1 night.

Steve.

[Angie47]

I am having this happening to me right now. A guest booked for 19 nights, and they are very happy with everything, but they decided that they want to stay at a neighbour island ( a change of heart) for their last duration of stay in my country. I have a strict policy, hence there will be no refund right? They are now asking for booking alteration which I declined. 

we, as host committed to their booking and make the place ready for them, I am now just concerned of the review they will leave. It seems that airbnb can only remove the review not the stars the guests have left. And here we are having to maintain our superhost status : (

[Carolyn305]

Hello

I'm a newbie, less than a month of experience but have been busy which is nice. This has just happened to me.

The guest booked for three nights and arrived yesterday as agreed at 5pm with her boyfriend. About 30 minutes ago, at about 7.20pm, they returned from a day out  saying that they had to leave as there was an illness in the boyfriend's family. I assume that they will contact AirBnB and tomorrow evening will be made available, but it's probably going to be too short notice for anyone to book. Are they entitled to reimbursement for tomorrow evening? My booking system is flexible, should I change it?

Thanks, any advice greatly appreciated.

[Letti0]

@Carolyn305  Change your cancellation policy to at least moderate. You should be paid for the next day.

Flexible Policy

If the guest arrives and decides to leave early, the accommodation fees for the nights not spent 24 hours after the official cancellation are fully refunded.

https://www.airbnb.com/home/cancellation_policies

[Raed6]

Hi,

I'm having guests who booked for 30 Nights, The cancellation policy is "Long Term". They came one day after the  Check-In. The Check in date is 29 but they came on 30. They didn't like the place location so they want to cancel. Can they do that? 

[Rich-and-Yan0]

It depends on how strict or flexible your cancellation policy is.

You also have to decide whether or not you think the guests will retaliate by giving you a bad review if you don't give them at least a partial refund. This is not really fair to the host, but that's the way it is.

[Tom905]

i have a guest who booked 30 days. he arrived and stayed for 10 day. he than changed his travel plans and left to another country. i have a strikt cancelation policy so i want to know if i have to refund for this or not? also, how can i open my booking again? do i have to cancel the booking now? what happen to my payout if i cancel it now and open for new bookings? thanks f or any help.

[Alice595]

@Tom905  You don’t cancel because the calendar will not be open if you cancel it. You will it be paid for the unused night either. 

If the guest cancels, you will keep all the money and the dates will be opened. In your case, did the guest ask for refund?

[Tom905]

hi alice, thanks for your answer here. he only indirectly asked for a refund. but i told him that is difficult. so does it mean that the guest needs to cancel officially and than my bookings open again? i offered him than if i get any bookings for the the next 20 days,  i will will reimburse him. i already get paid for the total 30 days.