Cancellation very late in stay

[Catherine274]

My guests just cancelled a five-night reservation, on the fourth night of their stay at 7:00 pm. Cancellation reason was bad weather expected at their destination over the weekend. Clearly I'll have a difficult time re-booking for tomorrow night, which is a Friday. I'm new to hosting--what is my responsibility? Thanks so much for your thoughts.

[Catherine274]

To be clear (I'm the host), the guests cancelled the entire trip four nights after check-in. It's as if they were never here.

[Jess21]

Wait so did they stay 4 nights and cancel the rest? Or they never showed and they cancelled 4 days into a no show? 

[Catherine274]

They checked in Sunday and cancelled the whole trip Thursday evening after they'd been here four days. They're still here, planning on leaving in the morning.

[Scott80]

 @Catherine274 is not 'new to hosting.' according to her profile, she has been hosting for more than a year and is a Superhost.

Looks like what happened is that she approved a booking cancellation instead of a booking modification. Here are the directions for guests who want to leave earlyhttps://www.airbnb.com/help/article/913/can-i-change-a-reservation-as-a-guest  . It is totally at the host's discretion to accept the request. If a request was made and declined by the host, the guest could appeal to AirBnB under the extenuating circumstance policy.

[Catherine274]

Thanks for your reply, Scott. I've only been hosting since November, so about two months, although yes, I'm a Superhost. The issue is that I wasn't asked to approve an alteration or a cancellation. Somehow my guests, who are still here, cancelled the whole trip, even though they checked in four nights ago. They intend to leave in a few hours. So I'm at a loss as to what to do next.

[Raffaele-and-Astrid0]

Hi @Catherine274

I think you should call Airbnb right now, that's very tricky situation.

here all contact: https://community.airbnb.com/t5/forums/v3_1/forumtopicpage/board-id/Community-Help-EN/page/1/thread-...

[Catherine274]

Thanks very much. Trying @AirbnbHelp first.

[Scott80]

Yeah if you did not approve a cancellation or modification, it is definitely a problem that AirBnB has to fix.