Guest requested to change a reservation after check-in

[Andrew3983]

I am currently hosting a guest who booked for 3 months on a firm cancellation policy. After staying for 2 months, the guest asked if they can change the reservation or cancel with 31 days remaining. There is only one remaining payment but when they tried to change the reservation, Airbnb says it will still charge the final payment based on the firm cancellation policy. They did not seem too upset about it, but they asked if there was anything else that I can do on my end.

What are my options as the Host in this scenario or in case this happens again in the future? Should I just leave it alone and tell them it is based on the cancellation policy? Should I modify the reservation for them or offer a partial refund? Any advice is appreciated!

[M370]

Hi 
I was told you can contact Airbnb directly to make changes by agreement with your guest, to issue a partial or full refund. 
Contact them over the phone asap because after the cancellation period,  it is more difficult to change. They can read your text messages between host/guest (I think) as they seemed aware of my communications.  I asked if I can alter the pre-set partial refund (set by Airbnb at 50%) to a higher or lower amount. They said I can if communicated in advance with guest and you communicate with Airbnb over the phone. Call them and enquire about best method. 

[Helen3]

Hello @Andrew3983 

I think you are a little confused the guest booked under Airbnb's long term cancellation policy not your firm policy . 

if they no longer want to stay they need to cancel under the policy they will be charged 30 days notice. 

you can tell them if you get a replacement booking you'd be happy to consider a proportional refund for any days rebooked for the host fee. 

Never modify the booking yourself if a guest wants to cancel you will face cancellation charges and penalties. 

[Emiel1]

@Helen3 

In former days there was indeed only one "long term stay" cancellation policy.

But recently there are two to choose from for long term stays": "firm" and "strict".

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

(But they only act different when it comes to cancellation before check-in).

[Helen3]

Both have 30 nights notice @Emiel1 

[Joan2709]

@Andrew3983 

Agree with @Helen3 

The guest needs to cancel and you can offer to refund the nightly rate (minus fees) if you are able to rebook the nights cancelled. 

Some Hosts offer will offer to refund XX amount after the guest cancels even if they don't get the nights re-booked. However, that is being overly generous in my mind, as they have tied up your calendar for a lengthy period and you may not be able to get those dates rebooked. 

I would offer you'll refund if you are able to get dates rebooked as Helen mentions. Suggest you print out the reservation details, as once the stay is cancelled, Airbnb removes the reservation details. You'll need that information if you plan on refunding them if the dates get re-booked.