What is considered the reservation period for a booking made with a “flexible” check-in time?
The guest, Jasmine, sends one introductory message attached to instant booking on Nov. 20th. That message mentions arrival time “ideally” at 9:00 am. There is no other contact from the guest.
Jasmines reservations dates are from Thursday December 21st - Monday the 25th with a party of 10. Her group arrives Thursday morning at 8:15 a.m. (unannounced).
I had accommodated last minute private room rental guests the night before, and had to explain to Jasmine’s party that as soon as these guests departed I would be able to clean and ready the space guaranteed by 11:00 am. I advised the guests that I would ready the space as quickly as possible and then notify them with the house was ready.
The guests becomes verbally aggressive with very loud volumes. I advise her to contact customer service so that a representative could further explain policy regarding the circumstances. (My mistake).
Airbnb rep called me back a few minutes later to explain the guest was requesting to cancel. I explained that this would not be an option with a strict cancelation policy on a holiday weekend on a $2,400.00 reservation.
The house was ready and the guest was notified by 10:20 a.m. Unfortunately, the reservation had been canceled by Airbnb just moments before. The Airbnb representative from the Trip Team, Henry, decided to cancel the reservation on the guests behalf and refund all but one night. Leaving me with an empty house, no rebooking, and a substantial loss in monthly income.
I provide a flexible check in window for guests who arrive late at night. I am adding a disclosure to my listing which informs guests about this concept.
In my opinion the guest arrived outside of her reservation period, because we did not agree on an arrival time. Also, the guest arrived 45 minutes prior to the time she originally requested. However, the guest was granted a refund and rebooked with a different host despite the cancelation policy being strict, and my immediate appropriate response to all circumstances and contact.