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Hi there, newbie Airbnb host here, isn’t this forum amazing?!
My question: Guest booked our apartment back in January 2019 for three weeks in September (towards the end of the high season in our location).
Last week she contacts our co-host to advise that she lost her husband in July but still plans on coming to make use of the apartment, arriving today. However, she says that she MAY not stay for the entire time. She gave no specifics and no indication of when - if at all - she might decide to leave.
I find this an awkward situation as obviously I sympathize with her, having lost her husband a few months ago but I need to know what to do if she decides to cut her stay short and asks for a refund from us. My co-host - who has more experience than I - says she can’t do that. But should the question arise, I’m torn between doing the decent thing and giving her a refund if she asks, or listening to my business head which is telling me that we need every penny on our bookings. I would have preferred that she asked to officially change the dates so that we could then have opened the remaining dates for other bookings.
Just need to know where I stand if she requests a refund at this point as I feel that it will be late for us to get other bookings with such short notice.
Taking care of your own financial needs does not mean your are not doing the “decent thing.” Think of it this way… if you had a medical emergency, etc and couldn’t pay the electric bill in the accommodation. Would your guests say “no problem we understand - just keep the money and we will book another place.”? No, they would not.
If you would like to subsidize her for things going on in her personal life, and give her money out of your pocket, it’s completely up to you.
People who book dates, concert tickets, airline tickets, etc. should understand those are perishable items. They took your dates off of the market when they reserved them. Just because something personal happens in their life does not mean that you now become the person responsible to compensate them financially. It’s not like you can allow them to return a T-shirt and then resell it in your T-shirt shop.
Whether a customer utilizes what they purchased is up to them.
I think I would send a reply on the platform along the lines of;-
" My co-host (namexxxx) has let me know that you lost your husband recently and I would like to offer my sincere condolences.
I understand that you are still intending to stay in our apartment towards the end of September. I have no wish to put you under any undue pressure during what must be a difficult time, but I would be very grateful if you were able to be more specific regarding your stay.
You mentioned to my co-host that you may not stay for the full three weeks you have booked, and I am wondering whether you should alter your dates in order not to waste any nights not used, or perhaps you are content with the flexibility three weeks offers you?
As matters stand, my calendar is filled by your booking for those three weeks. I simply thought that I should let you know, s soon as possible, that I would not be in a position to refund you any unused nights at the last minute."
Or something along these lines according to your cancellation policy. Having this documented on the platform, early on, will hopeful cover you with regard to an extenuating circumstances claim.
I didn’t put the possibility of a refund to her at all, I was just anticipating a request and being new to this, wondered how I should respond. I feel like I have been given some good advice.
Many people, recently bereaved, will tell you that people don’t know how to broach the subject, so therefore don’t, even to the extent of avoiding them, and as a consequence they feel very lonely in their grief.
Yes, perhaps overly long, but not necessarily inappropriate in these circumstances. The OP can reach out empathetically whilst safely maintaining her business interests.
She has had your calendar booked almost a year. I would not do anything, either she shows up or not, stays the whole 3 weeks or not. Either way you get paid. Do not offer her an out. Leave it.
I wouldn’t say anything at all and see how it progresses.
Don’t volunteer any refunds or put ideas in your guest’s head …unless they ask then it’s up to you . I am a bit in a weak side when it comes to refunds . I do give refunds often .Though I don’t have to.
Couple months ago I had someone booking for 2 weeks . He came for a job interview and thought the process will take long time .
The very next morning he was hired.
He left in 2 days . I just couldn’t keep the whole amount . He asked for " something back" , I just gave him the whole thing minus 2 days .
Yesterday one of my guests left 2 days earlier . He never asked anything back and I didn’t offer. He stayed 3 weeks and got weekly rate so I don’t feel bad .
One of my guests asked to cut short 5 hours after checking in. I explained that sudden changes in dates are detrimental to me, as I can’t possibly fill the dates at such short notice. I requested to meet half way and refund them half of what they requested. They ended up staying through the booking and gave me a fantastic review in the end. Not all guests will behave the same way i guess. Just sharing my experience.
Doesn’t the cancellation policy make a difference on whether refunds are appropriate if a guest cancels in the middle of a stay? @Momlin never mentioned the cancellation policy for the listing.
Regarding your business head, my belief is that good business is composed of deals that are good for you and good for your customer. I don’t charge customers for things they didn’t have.
I appreciate the point of view that this person has tied up your calendar and that it’s the customer’s responsibility to use whatever they purchase but personally, I’m not a happy business person if I’m charging customers for things they don’t use.
If your guest leaves then its unlikely that you’ll get another guest in that same night but given a couple of days you should be able to. Use the in-between day to see to regular maintenance or deep cleaning or other issues that will benefit the rental and future guests.
When you (or your co-host) greet the guest chat about the situation as part of the process. Ask if it’s still her intention to leave early. You could tell her that there’s a one-night penalty - so if she leaves on the Tuesday morning, she’ll still have to pay for that night (just an example). Or if she’s still saying that she will want to leave early, tell her that you’ll need 48 hours notice or whatever you choose. Guests are people too - she’ll be reasonable.
Beyond that, you can offer to give a refund for x number of unused nights as long as you manage to book the rental to another guest. Also understandable.
There’s no need to make this into any sort of battle of wills - the chances are that she’ll be reasonable if you are.
Like x 1000. You put what I’ve been feeling so perfectly.
I used the word ethics and maybe that’s not it. It’s not about I’m right and someone else is wrong… it’s about what some hosts need to feel about their business that other do not. Those “others” who feel perfectly fine about everything as long as the terms of the contract are honored aren’t wrong or less they are just not like me; that’s fine because they aren’t managing my rental.
