I have a pattern emerging with guests booking several weeks, or even months of time in my calendar, usually well in advance. They a night or two then want to cancel because they found a place to move. I’m happy for them, housing is very tough in my market. This is why I have a moderate, not strict, cancellation policy. I take half of the risk, and the guest does as well.
When they try to cancel (so they can get their refund) Airbnb gets them on the phone and tells the guest NOT to cancel but submit a request of reservation and they will get all their money instead of half.
It is terrible situation to put a host in, and it happened again today. Thent guest is now livid** with me (staying 3 nights out of 22) because I did not accept her change and now saying I’m a thief, a horrible person, a liar, and on it goes because “Airbnb told me”. Furthermore she won’t tell me when she is leaving so I can schedule cleaning, because “Airbnb said the reason you are keeping my money is you can’t rent it last minute so I can’t IMAGINE why you need to clean.”. Now, I have this angry woman at my home who thinks I’m an a$$#01e.
It is not fair that guests block huge blocks of my calendar KNOWING they will NOT keep the reservation in all likelihood.
The good part is you can insist they cancel and they can’t review you. Bad part is they now have a tainted opinion of you and had a bad experience, which I genuinely care about (review or not), or worse – an angry person still in your home, doing who knows what to your property.
I’ve had guests not expect any refund at all, I remind them they get 50% back - they are excited - only to have Airbnb tell them they could get MORE. Then the expectation is I should refund everything. Why turn a happy guest into an angry one?
Seems to me Airbnb should talk to me first, BEFORE the guest. Otherwise the expectation of the guest is that I SHOULD. Why have these cancellation policy settings if Airbnb just tells guests it doesn’t matter?
Anyone else have this experience? Any ideas how to get Airbnb not to do this with your guests?