Guest check out early

[Jeanette410]

Hello

A guest has checked out at 7.30pm the day before end of stay and is asking for a partial refund. What advice can you give please?

They said there is no issue with the accommodation - an emergency came up.

Thanks

Jeanette

[Eileen0]

In the past, I've said to guests that wanted to leave early, that 1) they need to amend the booking so that date becomes available so I can take another booking for that night (I will agree to the change), and 2) if I get a booking for that date, then  I will refund the money. 

But it sounds like the guest did not give you enough notice, and maybe did not request to amend the booking.  

Personally, I would not agree to it.

[Lorina14]

@Jeanette410 

I would say something like I’m sorry that you had to depart early and unfortunately our cancellation policy is x and we reserved the time for your stay (therefore blocking other potential guests). (If it is your high season you can say something about this too). Thank you for your understanding!

If they shortened it with enough time for you to open your calendar and get some other guest to book then you could refund them. 

[Lorina14]

Somehow I missed the part that they checked out at 7:30pm, that is more than half a day of accommodations (if check out is 11am) and you had no way to fill the reservation and clean the space. 

I’m glad that they stated in the messages the accommodations were fine as sometimes people check out early ask for a refund then if the host doesn’t agree they claim something was wrong to get the unused days refunded. A lack of integrity and unfortunately something some people have said were posted on threads on the internet how to circumvent rules of Airbnb. 

[Helen3]

There is no reason to refund this guest because they had to leave their accommodation early . I would just say to the guest .

' Im sorry you had to leave early because of an emergency . Unfortunately it won't be possible to offer a partial refund as you stayed in the accommodation till 7.30 pm and didn't cancel the final night so there was. I opportunity to get a replacement booking'

[Zheng49]

I would probably get them to cancel the reservation. I would tell them that if I get another booking to fill her vacancy, then I can issue her our payout for the night. 

[Helen3]

How would you think you would get another booking when the guest didn't check out till 7.30 pm on the day they want refunded @Zheng49 

[Zheng49]

We accept same day bookings. And from 8PM (assuming half an hour to turnover) to 11PM it's possible to get a same day booking. 

[Alex · Accepted solution]

Hi @Jeanette410! 

Hope your week is going well. 😄

How did the situation end up? You got some answers in your post that might help you understand how to deal with these situations. 🙂

Hope this helps!

Alex

[Jeanette410]

Hi Alex

I refunded 50% of the cost of the cancelled night but next time I will follow the advice given here i.e. if I receive a booking for the cancelled night then will be happy to reimburse. I didn't see these replies until today unfortunately but appreciate the support , many thanks Jeanette

[Jeanette410]

Thanks to you all for the replies and support. Very helpful going forward if I'm faced with this again.