Not show up

[Erika741]

Hi, I just realised my guest didn't show up. She booked 2 night. I messaged her what happen and she said she ended up in the hospital those 2 days. My cancellation policy is flexible. But should I refund her?! It already check out day and even she never messaged me about it.

I told her if she cancelled the day check in she could've got refund but check out day I can't make you refund. She wants some refund but also she understand what I said.

Can she cancel her booking her check out day?! 

[Alicia753]

Hi @Erika741 since your cancellation policy is flexible, guests can cancel their reservation for a full refund up to 24 hours before check-in. However, since the guest did not cancel but rather did not show up due to an emergency hospital visit, you are not obligated to refund. That being said, the decision to refund in this situation is up to your discretion. Hope this helps! 

[Kia272]

@Erika741  Maybe you could offer her credit for a future stay. That seems like a kind thing to do, given that she was in the hospital. When you're ill, contacting your host about a reservation is the last thing on your mind. 

[Paula]

Hello @Erika741, it's great to see you posting in our community.

Did you have the opportunity to read our Hosts' suggestions? What did you decide to do in the end with this guest?

Please keep us posted.

[Frances3408]

@Erika741. Erika, some great advice here. I'd just add, going forward always do an evening of scheduled check in message to the guest to see everything is ok and if they have questions. Makes guests believe you care and leaves you the option to contact Airbnb for any adjustments you may wish to offer and clears your calendar, especially in the case of longer stays.

[Ana2038]

@, I’d refund her the cleaning fee. Any else is at the host(s) discretion.

Best—