Great suggestion!t it’s sympathetic, clear and unemotional.
@Momlin said " I need to know what to do if she decides to cut her stay short and asks for a refund from us."
Nothing – you do nothinexcept tell her that all monetary matters – taking payments, making refunds when necessary – are handled by Airbnb directly, and that she must initiate any actions, not you.
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FWIW, I think that Joan’s suggested text is entirely reasonable. And it’s not like refunds are some exotic idea what nobody has heard of. In my (limited) experience, it’s usually the first thing that guests think of when they are planning to cancel. There’s also Airbnb’s pesky Extenuation override to consider. Though I’ve only had one guest so far invoke it.
And it’s not too long, either. Just my 0.02 currency units.
Personally, I’d even consider telling Airbnb you have concerns about this guest, and asking for a no-penalty cancellation, though the odds are that they will not go for it.
@Momlin, do you have the
bit in writing? If so, you’d have something to show Airbnb. Of course, you’d also need to factor in the probability you’ll get another booking for that period. In my place, at least, I’d need a ton of lead time to hope to get another booking. But of course, every place is different.
I was widowed young and I think I can understand her mind set. She contacted your partner because only she will be showing up. If her late husband is the original contact she wanted to be sure the contact was now changed to her. If the original charge method no longer works, as often bank accounts and card in the deceased name are frozen, she wants you to be able to contact her to clear it up.
When she said she MAY be leaving early she was just giving you a heads up. She does not know if this trip will hold sweet memories of her spouse, or just make her feel sad. She wanted you to know so you wouldn’t panic if she showed, stayed a few days or a week, and then felt it was too hard on her.
Not all widows are short on cash. If she isn’t asking about a refund it’s quite possible she isn’t looking for one. I would have made the same statements to your partner with full intention of paying for the entire booking.
As my rentals are in an active adult community I have many senior guests. Often, despite having a great time and leaving glowing reviews, the guest will leave early because they have to get home. They never ask for refunds.
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