Yes it’s too late to review her and I agree that we need to review all guests. I’m going to take another look at our cancellation policy but I must say this is a very rare occurrence, we’ve had fantastic guests for the last 11 years or so. I guess that’s why something like this stand out. Thanks for responding.
She should not be getting a refund. Airbnb will always try to trick/badger hosts into voluntarily approving a refund, and I hope you have not inadvertently given up your right to the refund.
Link to: Updates to listing cancellation policies - Airbnb Help Centre
Long-term cancellation policies for monthly stays
Your long-term cancellation policy applies to monthly stays, which are reservations of 28 or more consecutive nights. You can choose one of the following long-term cancellation policies:
- Firm
- Guests can cancel until 30 days before check-in for a full refund, and you won’t be paid
- If a guest cancels less than 30 days before check-in, you’ll be paid 100% for all nights spent, plus 30 additional nights. If fewer than 30 nights remain on the reservation when the guest cancels, you’ll be paid 100% for all of those remaining nights
- Strict
- To receive a full refund, guests must cancel within 48 hours of booking, and the cancellation must occur at least 28 days before check-in
- If a guest cancels more than 48 hours after booking or less than 28 days before check-in, you’ll be paid 100% for all nights spent, plus 30 additional nights. If fewer than 30 nights remain on the reservation when the guest cancels, you’ll be paid 100% for all of those remaining nights
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Just to clarify, she was booked for less than 30 days in Dec. She cancelled more than 5 days before her stay, and my cancellation party says that Airbnb gives her a full refund. So really there is nothing I can do now but I’m looking at my cancellation policy - and luckily we are getting a few reservations on days she’d booked. No need to respond any more again but again I thank you so much for your kind and helpful responses.
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@Rachel- if your Moderate policy (which I also use) has always worked out pretty well for you in the past, I would just consider limiting your maximum booking length to 2 weeks. That way if someone cancels and is due a refund, you aren’t out that many days.
I think you’re a homeshare host? I am and figured if I didn’t like a guest, 2 weeks is plenty to have them here.
If a past guest I liked asked for a longer booking, I would be open to it, but not for people I don’t know, or a past guest that made me uncomfortable.
One of the reasons I’ve never entertained using a stricter policy is that it seems a lot of guests who cancel on a strict policy hassle the hosts for a refund. Whereas with the moderate policy, although I’ve had guests cancel both after the 5 day cut-off, none except one have ever bugged me or Airbnb about a refund. And the one guest who did, I refused to refund anything beyond the full first night payment and 50% for the remaining days she had to pay under the policy. She cancelled at 4am on check-in day, after her dates blocking my calendar for over 3 weeks, and had to gall to phone Airbnb asking for a full refund.
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The Airbnb “long term” automatically kicks in at 28 days, not 30
Long-term cancellation policies for monthly stays
Your long-term cancellation policy applies to monthly stays, which are reservations of 28 or more consecutive nights.
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Guess why she didn’t have any reviews from 4 trips? She probably did the same to those hosts that she did to you.
Go with your instincts.
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