Reservation changes during stay

[Sheri298]

How do Superhosts handle changes to a reservation after the guest arrives? In particular, cancellations of nights. Do you charge the original fee? Do you apply a discount? We do not want to be taken advantage of but we want to be understanding.

[Deb216]

@Sheri298,

May I please try to help you?

First question: Who wants to change the reservation, you or the guest?

- Deb

[Sheri298]

The guest. She has already changed it once before arrival.

[Deb216]

@Sheri298,

If the Guest asked to change the original reservation, there is no reason why you should apply a discount.

Instruct the Guest to go to their TRIPS tab, then select CHANGE RESERVATION (or it may say something similar such as ADJUST)...and it will send a notification to you.  You will have the option to accept or decline the change/adjustment.

If however, the reservation must be changed due to something wrong with your home (example a plumbing issue, etc) and you are trying to adjust the reservation, then do the same as above ( but YOU send a CHANGE RESERVATION request to the Guest for his/her acceptance).  In this case, you might want to do something special for the Guest (example, a bottle of wine for the inconvenience, a one-night refund, etc.).

I hope this was helpful.

Wishing you continued success.

[Sheri298]

The change is due to the guest's needs (a family emergency). She requested a full refund for the nights cancelled.

[Deb216]

@Sheri298 , what is your cancellation policy?

It is up to you.

I do believe whatever you decide...Airbnb will NOT refund their FEES to the guest.

[Deb216 · Accepted solution]

@Sheri298 

Perhaps offer this...IF you get new guests to fill in the same dates that you reserved for your current guest, then you will refund your nightly rate for those nights only. Not tge cleaning fee unless they did not occupy the premises at all.

[Sheri298]

Thanks Deb216. Appreciate the support.

Sheri298

[Angela3842]

if I reimburse do I just do that personally or through air b n b?

[Angela3842]

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@Deb216 wrote:

@Sheri298 

Perhaps offer this...IF you get new guests to fill in the same dates that you reserved for your current guest, then you will refund your nightly rate for those nights only. Not tge cleaning fee unless they did not occupy the premises at all.

This is what I thought if I accept their change does air bnb automatically change my calendar? do they reimburse or do I?

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[Fred13]

Every case requiring a change or a 'refund' is unique and thus should be approached on a case by case basis, with hosting experience being the most helpful.