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Some recent guests asked me to explain why the service charge was so high, on top of my cleaning charge (of £28). I explained that the service charge was something Airbnb took but I offered a small discount.
They booked, and contacted me several times before their visit as their departure was on the Thursday and lockdown started on the Wednesday. I explained the cottage was scrupulously clean and that we wouldn’t meet so they could stay safe. They decided to come but said they might leave late on the Wednesday so that they could get home by lockdown which started at midnight. On Wednesday morning they messaged me to say they were leaving then, as they wanted to visit their son at uni before lockdown. I messaged them back thanking them for staying and wishing them a good journey.
Yesterday, she left a review (which I haven’t seen as I haven’t yet responded) and she then messaged me asking if she was eligible for a refund.
This is what she wrote… "I wondered if there is scope under the air bnb terms and conditions for a refund or partial refund for the last day as according to the government guidelines we had to be home In our place of ‘national lockdown’ by one minute past midnight of the Thursday 5th, which we wouldnt have been able to do if we had stayed on the might of the 4th as originally planned? "
Tell her to take it up with Airbnb and wait for them to contact you. She knows about the potential lock down before she traveled.
My stance would be to offer a small refund as the whole virus thing has had such an impact on the hospitality industry.
The review will be the kicker, as it already is done.
You could have explained a little more clearly rather than ‘something Airbnb took’. You could have explained that hosts and guests use Airbnb at no charge whatsoever until a booking takes place
Then the company charges the service fee which is for the ‘introduction’ between guest & host, the credit card processing, the message platform etc. etc. and is good value to both hosts and guests.
I’m not sure why you offered a discount?
Absolutely no refund from you. It was the guests’ responsibility to make sure that they were abiding by their state’s regulations and it had nothing to do with you. They booked for a specified period and you’re entitled to the money for that entire period, whether the guests choose to use it or not. And it seems that they knew they’d be leaving early when they booked?
Just tell the guests that they need to take the matter up with Airbnb.
We had a similar experience. The guests informed us they would have to leave a day earlier because of new lockdown rules. We suggested they amend their stay to 2 rather than 3 days which they did. We were asked by Airbnb to agree as it was only a day or so before their stay. We agreed.
Why wouldn’t a host agree to this? Our guests were very happy and want to return for a longer stay next year. A win win.
I’m not sure what your cancellation policy is, but even with Flexible cancellation, when a guest checks out early, they are entitled to a refund only for days where check-in starts at least 24 hours after cancellation. Your guests wouldn’t be entitled to any refund but it doesn’t sound like they actually cancelled the reservation with Airbnb, so I’m not sure Airbnb will refund anything.
Airbnb may contact you and see if you’re willing to refund that final day and if that happens, then you can do it, but you have no obligation to do so. Also, remember that since you’ve already been paid, Airbnb will take that refund out of future payouts.
I agree. “Trouble with a capital T and that rhymes with P and that stands for Pool” (sorry, I love the Music Man) So many times we see a pattern of people asking for a discount up front or early in the reservation process and making a complaint or wanting even more off the back end. Maybe not everybody that does this is trouble but enough instances that I will not give any discounts and send these types away quickly in the future.
Update - Airbnb have said that I should refund her the last night she didn’t stay as per my moderate cancellation policy. I find this incredible. She left after a normal check out time (11.40 am, check out is by 11am), I hadn’t arranged with a cleaner to come in, and couldn’t have let it so late in the day - but she can, on a whim, leave and be due a refund.
Did they say ‘you must pay this otherwise you’ll be thrown off the platform - and hanged, drawn and quartered for good measure’? Or was it just ‘it would be nice if you did’?
I’d say no. The guests decided to leave early, you couldn’t book that night (the Wednesday) with other guests so you shouldn’t lose out through no fault of your own.
I have no problem giving refunds prior to the date of the stay but not for guests who decide to leave early.
Here’s the moderate cancellation policy: “If the guest arrives and decides to leave early, 50% of the nightly rate for the nights not spent 24 hours after the cancellation occurs are refunded.”
So you are not obligated to give a refund. It’s possible, of course, that AirBnB might decide the lockdown is an extenuating circumstance, but that’s up to them.
They were allowed to complete their holiday. It was on the Gov.uk website.
I think if you host it is important to know all the rules so that when you are speaking to guests you get it right. You could have told them that they were legally allowed to stay until 11am Thursday. You could then have told Air BnB this. Instead you have muddied the waters which has led to this.
If they weren’t legally allowed to stay then you would have refunded though. It becomes a frustrated contract if you are ordered to close ( in the UK)
I would read her review first before deciding if you wish to give her a partial review. If she left you a glowing review, you might consider giving her a partial refund but if she left you a 4 star or less, I personally would not refund her.
