We listed our home last month, and soon after enabled the beta 10% non-cancelable discount offer. Since then we’ve had (2) requests to cancel reservations where the guests chose the non-refundable option:
Guest requested to change reservation that was starting 48 hours later, to a weekend 6 weeks later, as someone in their party was sick. I declined the change request, and they decided to make the trip without their ill family member. Still waiting to see if we get a subpar review for this. I think it’s a cr@p policy that Airbnb allows a guest to request a change like this, which makes us look like the bad guy.
Tonight, another guest requested to cancel their 3 night weeknd stay, after the event they were coming for was cancelled. As it’s about 2.5 weeks away, I’ve offered to refund 2 of the 3 nights as a gesture of good faith, which I think is more than generous based on their decision to choose the lower rate when booking.
I compare the guests booking choice to that when booking a Southwest Airlines ticket, and choosing the Wanna Get Away price is less expensive, but doesn’t allow you to cancel like their more expensive Anytime or Business Select option.