Guest

[Cecilie36]

My guest checkt in this morning, he text me last night and asket if I could come early because he drived all night from Germany. He went in the cabin, use the toilet and then send me a text that said they have to leave because of something that has happend in Germany, i dont know what. He want a discount because of that. He was suppose to stay att januari the the sixt. It hard to get a new customer at this time. Whats the roules here? Can he claim back his money? 

Mvh Cecilie 

[Joelle43 · Accepted solution]

Hello @Cecilie36 

Your guest has to cancel his end so that they are refunded according to your cancellation policy automatically.  As a host, you should never cancel for a guest as this will harm you in so many ways.

If your guest has had an emergency, then this may be covered by Airbnb's extenuating circumstances which may allow for a full refund or the guest may have purchased holiday insurance?  The guest may also be covered by their credit card company to obtain reimbursement for their shortened trip.

You're right, the chances of getting a last minute booking is slim and also unfair of a guest to expect hosts to take the loss.  For you to have any chance of getting a last minute booking, the guest must cancel the booking from their end.  You can offer to accommodate them for later dates, offer a refund IF you can get those dates rebooked or just refer them to your cancellation policy.  If you have a cleaning fee, you may consider refunding that if the beds are untouched etc

What is your cancellation policy Cecile?  You should be aware that because the guest actually stepped into the cabin,  they will be asked to review their stay so again you have to decide whether sticking to your cancellation policy is worth the bad review that may follow.  Yes, we are being held to ransom  unfortunately because the chances of having an unfair retaliatory review removed is very slim these days.

Airbnb handle the money side of our business and you haven't been paid yet so any reimbursement is done by Airbnb when the guest cancels from their end.  First things first!

Let us know how this goes,

All the best
Joëlle

[Helen3]

Just say you are sorry to hear that and if he uses the cancellation button on his booking confirmation he can go through and cancel. @Cecilie36 

His  cancellation will then  be processed under the cancellation policy he booked under @Cecilie36 

you will know what cancellation policy you set up and therefore whether he will be entitled to any refund. 

I wouldn't voluntarily give him any additional refund.

also don't communicate with the guest via text keep all communication on Airbnb so there is a record . 

the guests whole story sounds very odd. Why would you drive through the night somewhere only to cancel as soon as you arrive? 

[Emilie]

Hi @Cecilie36, 

I'm sorry to hear this booking had to be cut short. Following the advice Joelle and Helen shared, were you able get everything sorted with your guest?

Please let us know how the situation unfolds! 🙂

Thanks, 

Emilie