This forum is dedicated to connecting hosts with other hosts. Sign up to get the latest updates and news just for AirBnb hosts! Note that we are not affiliated with Airbnb - we are just passionate hosts!
Hi guys. Things have been running relatively smoothly for me recently, but today I got the message from the guest that is supposed to arrive on the 6th of August and stay until the 19th, saying that her father is in the hospital and she would have to arrive only for the second week of her stay (she didn’t specify whether she would be staying from 12th or 13th). I told her I will check what to do with Airbnb and get back to her later.
The thing is that I am willing to refund only if I manage to at least partly book these dates. It is a top season over here and I’m unwilling to fully refund anyone without at least trying to fill the dates. In the case she can prove real extenuating circumstances I’m sure Airbnb can grant her a full refund and free my calendar. However, I know that if I alter the reservation, the refund will be immediate. In the meantime some of the Airbnb experts wrote to me (I didn’t even know that such a thing exists!). Most of their suggestions were a bit off the point, but finally one of them suggested to suggest to the guest to cancel her reservation entirely and then re-book for the dates she’s still interested in. What do you think about this? What should I do? There are only 2 full days left untill the reservation and I’m afraid that I won’t get booked again unless I open the calendar fairly soon.
An Airbnb expert told me explicitly that this is not true. In the case I either send or accept the alteration of the reservation, refund is automatically issued…
What is your cancellation policy? If the guest is claiming extenuating circumstances they will grant a refund. Not much choice here I think.
What does the guest want to do? For your own benefit it’s best to get it resolved asap so you can re book
It is strict. I think guest simply wants me to grant her a refund without having to jump through Airbnb hoops in order to prove extenuating circumstances.
If they can prove extenuating circumstances to Airbnb and they cancel, I’m fine with that. It is tricky but I can still try to re-book. However, I’m not willing to refund someone in the peak season on such a short notice just based on their story. I told her to contact Airbnb and that the only thing I can offer her is to cancel her reservation, rebook for the dates they still want to stay, and then I refund them for that. For the rest of the stay I can refund them once (if) I managed to get alternative booking in the meantime. I think this is fair.
When I visited Airbnb help they offered me to pose a question regarding the specific situation through the system. After doing that, I got the following answer: This is a private conversation between you and verified Airbnb experts. These experts were selected by Airbnb and matched to your question to get you the help you need.
Also: Hello, Thanks for your message here, I am Community Expert, also a host and guest I will try to assist you with your issue.
Later two additional experts chimed in. From what I understood, they are not a proper customer service but some sort of community members certified to assist hosts. I also sent a message to the actual Customer service but haven’t received their reply yet.
I would be VERY suspicious of so called “experts” provided by Air. You are much better off listening to other hosts here who have wide experience and no agenda!
Actually in the meantime I got an advice from an experienced host from another forum that told me to do what I basically did in the end. I agree that experts are not too realiable (at first their replies were advising altering the reservation, although I specifically said in the inquiry that I do not want to offer a refund). Later, after elaborating the point further, one of them gave me this advice. When it comes to others I had this impression that they haven’t even read my question properly… Do you know more about this expert thing? When did Airbnb start with it and how are they selected among the hosts?
@anon67190644 I currently cannot post it, but I will try later.
I might be too late, but honestly? I would not refund this guest right now. She held your place, blocked your calendar and now she wants to change her mind??.
I think the hospital story is bogus, I have heard too many of these bogus stories myself and have paid the price.
I would just say no. Just say it’s not possible at this late date.
If you DO refund, don’t do it now. They will take it out of your very next booking!
Yes, there is some sort of “community” forum-ish area on the Airbnb site. I never used it even though I had questions. Just something about it seemed not right. It is hosts and guest who participate. Here’s the link. It’s found at the bottom of the Airbnb site and it’s hard to get to. Everytime you scroll down some they add more photos.
That has always been there… sometimes I even read/participate. But @Inna claimed that s/he received this advice in the AirBNB Help section and then added:
which is not a function of that community forums boards, to my knowledge.
Yes Inna, I have had the same situation last year at high season, the guest holded my calendar for almost 4 month in advance, and wanted to shorten his stay with a short notice. I did what the rep told you and the same what you are thinking that is fair for you.
I have had so many e-mails from Airbnb experts in the past, specially when they need to relocate other guests that have had their reservation cancelled.
I wouldn’t cancel, nor would I accept the shortened reservation. There is a risk to making any travel plans that something unexpected will happen between reservation and trip, forcing plans to change. It’s not a host’s job to accommodate a guest’s change in plans, especially a host who has chosen to list under “strict” cancellation. The guest could have picked another spot that offered flexible cancellation at the time of reservation, but she didn’t. Don’t give up a week of peak income for this guest! (But be nice about rejecting her request - if the story is true it’s probably a difficult moment, and kind words mean something in those times)
I don’t usually purchase travel insurance, but this thread made me wonder if travel insurance companies allow guests to purchase insurance for their Airbnb trips (I know Airbnb falls outside of traditional insurance offerings on the host side, but know nothing about the guest side of things). Does anyone know if this is possible? Anyone used anything like that?
Decline the Change Request - and send the guest your own Change request maintaining the price for the original price for the full reservation.
Explain to the guest that this will free your calendar for the days she will not need the room thus giving you a chance to accept any incoming last minute reservation and you a chance to do a partial refund to her.
When you make an alteration yourself, you can name the price for the modified booking. So you can make sure that’s the same as your original price.
When I’ve had such situations, I’ve simply explained the fact that if certain dates are reopened on the calendar because of such a change requested, they may or may not get booked. So, any refund will be subject to them getting booked again. (Less a little bit for my hassle and bother - that probably goes unsaid!)
Some folk are discussing cancelling the reservation. That might give the guest an idea to book elsewhere for the shorter duration (if they can get the money back of course), so you end up having a bigger hole in your calendar.
But you might think this might be worth it if relations are strained because of having to discuss this change and negotiate a new arrangement.
I’ll reiterate that the cancellation is acceptable only if you won’t have to refund any of the money from your pocket.
