Canceling a reservation

1

Hi,

I have a reservation for 3 weeks ahead that I need to cancel due to a family emergency. Before I notify the guest, I wanted to check here. I realize this is my fault and have questions about canceling: I’m guessing it will negatively affect my rating. Should I call airbnb and see if they can help resolve this given that this is something that showed up unexpectedly? Also, how badly does a cancellation affect your ratings? ( this will be the first time I’ve canceled and I have superhost status so far)

fyi: this was not an instant-book reservation and my cancellation policy is moderate.

thanks.

2

It really depends on the emergency. If it fits within the “extenuating” circumstance clause, then definitely call before hitting that cancel button. In fact, that is what I would do, regardless.

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3

Have a look at Airbnb Help Centre under extenuating circumstances to see if your circumstances fit.

4

If it matches one of those circumstances. Or even if ti doesn’t really, call Airbnb! I have had good luck when that happned to me and I had to cancel a booking. Or if that doesn’t work you could message the guests and explain the situation and see if they will cancel the booking.

5

thanks for your replies. I will call airbnb. One question in the meanwhile: if I request the guest to cancel the booking, will they pay any service fees given that they’re canceling outside the moderate cancellation policy window? I will offer them a full refund, obviously, and also make a special offer for a free future stay (if they want to), but would like to make sure I understand the terms correctly, so I can tell them something like “you will get all your money back, if you cancel, including airbnb service fees…”

6

i am not sure about that to be honest, as i have never done it. I am sure you can call airbnb and say you want to give a full refund to this guest .

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7

Any idea how to get the guest to initiate the cancellation so I’m not charged with the penalties etc? The guest kindly agreed to cancel the request from their side. I got a request saying “Cancellation pending: John requests that you cancel”. When I click on ‘cancel reservation’, I get the note saying that I will be getting all the penalties etc. I thought there was a way that a guest could cancel w/o the host getting impacted by the penalties?

8

Who needs the cancellation- you or the guest and why?

9

I need the cancellation (see my initial post for why) but the guest agreed to do it from her side vs. me initiating the cancellation in the hope that I would not be charged with the host penalties.

10

Then if you need it, call Airbnb, explain your situation and they may cancel on your behalf. I understand that you may have 2 penalty free cancellations…you can only ask or wear the penalties.