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I’ve had this happen a few times to me over the years. For first time Airbnb guests, I’ll make it extremely clear in the check in instructions that it’s a shared space but that doesn’t even always work. In every case I’ve had, I still get paid according to my moderate cancellation policy. I would never refund them for their mistake and Airbnb has sided with me when one guest attempted to challenge it.
I’m glad to hear Airbnb held guests to your cancellation policy, @datrip1.
If someone fails to read important information I put in front of them multiple times, why should I be the one to lose money? At the point someone is on my doorstep, I’ve done 80% of the hosting work. I’ve held up my end of the bargain by providing the same experience that delights any literate guest. They need to cancel on their dime.
Why? They should pay according to your cancelation policy. By letting them off the hook you are validating that it was somehow your fault. I never refund voluntarily it make no sense. What would happen if they showed up at the Hilton and decided to leave early?
Still waiting to hear back from an AirBnB case manager so that the remaining 6 nights of their reservation can be released.
If our AirBnB accom listing was a stand-alone self contained apartment I would always enforce cancellation conditions.
However we are a home with 3 bedrooms and 1 bathroom. We sleep in one bedroom and guests sleep in the other two bedrooms. So staying with us is an intimate experience for both the guests and ourselves. It is critical to our enjoyment of hosting that all guests staying in the house want to be here. If they don’t want to be here we don’t want them here either. We’ve hosted around 250 guests so far and rate 5 star 96%.
For the booking in question they had paid a room rate of Australian dollars $43 per night. That works out to about US$33 per night. In the face-to-face situation (given the other factors I’ve mentioned as well) I wasn’t about to tell them that I was insisting on a 1 or 2 night cancellation fee and have them decide to reluctantly stay for say one or two nights anyway.
We don’t wish to suffer rubbing shoulders with sulky and unhappy guests in our home.
Cancelling after check-in with flexible cancellation policy should result in you getting paid for the first TWO nights, plus your cleaning fee. I hope you get this even if you didn’t ask for it since you are losing opportunity to re-book.