Here is the full conversation. I put it in the correct order (because it is upside-down in the message thread.)
========= Today at 3:06 PM - Me
Well, I sent this following question in to support on Monday, and they closed my case without even sending a response. Here is the question:
Hello!
I have a question about the Strict Cancellation policy (with Grace Period).
If a guest makes a reservation today (11 Jun 2018) for a stay from 1 Dec 2018 to 8 Dec 2018 under a Strict Cancellation policy (with Grace Period), but then later cancels the reservation on 21 Jun 2018, how much of a refund should they expect to receive (under normal circumstances)?
========= Today at 3:22 PM - Airbnb
Matthew, I am sorry that you didn't get any response. Be assured, I will definitely help you with the answer. I noticed you have created a one more request for this query. I'll be combining both request and will answer you this query here.
========= Today at 3:23 PM - Airbnb
According to strict Cancellation Policy(grace period) if a guest cancels the reservation within 48 hours and at least 14 days before the check-in date he will get full refund. If he cancels after 48 hours he will not get refund of Airbnb service fee. He will receive 50% refund if he cancels 7 full days prior to listing’s check-in time.
Matthew, As per your eg: if guest makes the reservation today for stay from 1 Dec-8 Dec and cancels on 21 June, he will get full refund minus Airbnb service fee.
========= Today at 3:35 PM - Me
Seriously? I thought once the 48-hour grace period ended, the guest would receive no refund of the Airbnb fee, a full refund of the cleaning fee, but only 50% refund of the rest of the cost of the stay. That's how Strict Cancellation always worked before. I thought the only part of the time that a full refund was available was the initial 48 hours.
========= Today at 4:09 PM - Airbnb
I explained about Strict Cancellation Policy(Grace period), there is a Strict Cancellation policy where 50% refund is provided to the guest if they cancel one week prior to the check-in time. If it is less than 1 week no refund is provided.
As per your eg: if guest makes the reservation today for stay from 1 Dec-8 Dec and cancels on 21 June, he will only get 50% of the refund.
========= Today at 4:09 PM - Airbnb
So we have Strict Cancellation Policy(Grace period) and Strict Cancellation Policy both.
========= Today at 4:18 PM - Me
That is very different from what was described when we were told about the new Strict with Grace Period. We were told that the policy was essentially the same, except that a 48 hour grace period right after booking was added. Everything else was to be the same (which meant that 50% refund was the maximum that the guest could get, once they are outside the grace period.)
Here is part of the text that the Airbnb representative posted:
"Guests will get a full refund if they cancel within 48 hours of booking, as long as their check-in date is at least 14 days away. This means that even if a guest books a reservation months in advance, they’re only able to get a full refund if they cancel within the first 48 hours after booking. "
That was posted here:
https://community.withairbnb.com/t5/Airbnb-Updates/An-update-on-changes-to-the-Strict-cancellation-p...
What you are saying is very different, and is not like the strict cancellation policy at all.
========= Today at 4:35 PM - Airbnb
Matthew, the link you gave me and the Airbnb representative told you about the Strict Cancellation Policy(Grace Period) is right. I am sorry for the confusion regarding this. I read my messages again and my bad. You are absolutely right, Matthew guest will only get 50% of the refund if he cancels the reservations after the grace period. I explained it in a slight confusing way and the example was wrong.
(the right one) As per your eg: if guest makes the reservation today for stay from 1 Dec-8 Dec and cancels on 21 June, he will only get 50% of the refund.
Sorry again!!
========= Today at 4:38 PM - Me
I am chatting with another host, who has received the same answer you initially gave from 3 different Airbnb support representatives.
It is very confusing.
I think there is a training issue that needs to be addressed.
Thank you for looking into this further.
========= Today at 5:22 PM - Airbnb
Matthew, we have different types of policies under Strict Cancellation Policy and there are only slight difference from each policy. As you mentioned about another host, the representative must be talking Strict Cancellation Policy(not grace period)
I explained you about Strict Cancellation Policy is correct just the example was wrong and I have explained both the Policies.
To be more Specific and clear I am sharing with you the link which shares the details of the cancellation policy, and there will be no more confusions. Here is the link-https://www.airbnb.com/home/cancellation_policies?guest_fee_policy=full_refund#strict-with-grace-per...
And again apologize for the inconvenience and the confusions.
========= Today at 5:56 PM - Me
No, now you are making it less clear.
We already have the link to that web page about cancellation policies; the diagram does not help much and they should improve it.
Whether the listing has Strict Cancellation Policy or Strict Cancellation Policy with Grace Period, the answer to the question in my example should be the same.
If a guest made a reservation on 11 Jun 2018 for a stay from 1 Dec 2018 to 8 Dec 2018 but then later cancels the reservation on 21 Jun 2018, the guest should only get a 50% refund.
The guest should only get a 50% refund under Strict Cancellation Policy.
The guest should only get a 50% refund under Strict Cancellation Policy with Grace Period.
True?
========= Today at 6:21 PM - Airbnb
According to your example you are right!
However, in Strict Cancellation Policy only 50% refund is given even if the guest cancels it within 24 hours, and in Strict Cancellation Policy(Grace Period) till 48 hours guest are eligible for full refund. After that only 50% refund.
========= Today at 6:22 PM - Me
Thanks. That *does* help make it clearer.
Thank you for verifying that.
