Guest cancelled the same day of the arrival.

Answered!
Veronica204
Level 1
México D.F., Mexico

Guest cancelled the same day of the arrival.

Hello, my guests were supposed to arrive today but they just cancelled, same day of their arrival.  It's clear that I won't be able to rent the place this week so I don't think it's fare to return the whole amount at all.

Is there a policy that talks about that?

Thank you

Top Answer

@Veronica204 you actually have no money paid to you ,so allow the powers that be at Airbnb to process it for you. If you have a 'flexible policy ' you may wish to go to a moderate policy . Do not agree to any cancellation as it is the guests responsibility to cancel not yours ..do not agree in messaging or any other way and if the guest has cancelled correctly you will soon know if not they will pay a penalty... Be Patient .. H

View Top Answer in original post

6 Replies 6
Joelle43
Top Contributor
Cannes, France

Hello @Veronica204 

 

The cancellation policy you opted in for will automatically come into play when you have a cancellation so it is possible for guests to be reimbursed if you have a flexible policy in place all but that first night.  50% back if you have a moderate policy.  Airbnb deal with the payback not the host and even if Airbnb ask you to waive your cancellation policy, you are within your rights to refuse of course.  The guest should have travel insurance in place and if not the credit card company that they used for the company should be put into play according to the circumstances of the cancellation.

 

You don't mention which policy you have for your listing so here is a link that explains what you are entitled to.  If you have a cleaning fee the guest will naturally be reimbursed for that amount in all cases:

 

https://www.airbnb.com/help/article/475

 

All the best

Joëlle

Thank you so much Joëlle. Yes, the assistance told me that the guests cancelled the day before but for time zone reasons I got the mail the same day of the cancellation so they have the right for the whole amount. However, they were staying for 10 days and the amount was around 300 dollars but now it appears 91,32 so I have no idea how much is this whole amount I'm supposed to give back. 

@Veronica204 you actually have no money paid to you ,so allow the powers that be at Airbnb to process it for you. If you have a 'flexible policy ' you may wish to go to a moderate policy . Do not agree to any cancellation as it is the guests responsibility to cancel not yours ..do not agree in messaging or any other way and if the guest has cancelled correctly you will soon know if not they will pay a penalty... Be Patient .. H

Thank you so much Helen!

Mike-And-Jane0
Top Contributor
England, United Kingdom

@Veronica204 you should consider reviewing your cancellation policy. Whilst a Flexible policy will get you more bookings it allows guests to look for better/cheaper places just before they are due to travel and then cancel without penalty. 

Fred13
Level 10
Placencia, Belize

To repeat what others have said  in a different way: some cancellation policies do help with getting bookings, but oftentimes are victims to cancellations too close to arrival to find a replacement.