Guest wishes to cancel a booking due to family problems. what is the best way to do this?

[Lisa8271]

A guest wants to cancel a reservation due to family issues. Whilst I have agreed for him to do this, our current set up policy is strict which means he will lose 50% deposit. How do we successfully allow him to leave the reservation without the penalty cost? Should I cancel the booking from my end? 

[Mike-And-Jane0 · Accepted solution]

@Lisa8271 Get the guest to contact Airbnb asking for a cancellation. Airbnb will then contact you and ask if you are willing to allow it. This way they should get their service fee back as well as the rental costs.

[Rebecca]

@Hey @Lisa8271, 

What was the outcome for you and your guest? 

If @Mike-And-Jane0's answer helped, it's always a lovely gesture to mark it as the best answer. It's like a big virtual hug to the member who supported you. 😊

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