My guests car broke down at a considerable distance from me and they didn’t make it to my house. The decision to stop trying to get here was made at 8pm. I don’t think they formally cancelled with Airbnb. Guest has now contacted me asking for a refund.
I’m thinking they should claim from their travel insurance, especially since there was no way I could fill their room. Am I being reasonable?’
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Tell guest that YOU do not give refunds. Tell them to contact Airbnb; let Air handle all the money parts of your business — that’s what they get paid their Service Fees to do.
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That’s what I’m thinking KenH!
Thank you
Ditto what Ken said. You both paid fees to Airbnb so give them the problem 
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“Dear XXXX,
I’m sorry to hear about your car troubles. Unfortunately, I am unable to cancel a reservation on behalf of a guest, or process refunds. You will need to arrange this by contacting AirBnB, either through the website, or by calling 1-800-XXX-XXXX.”
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Thank you all!! I’ve sent a version of all of the above.
I wouldnt do that…too late. They will refund the guest due to “extenuating circumstances”. Refer to @cabinhost article and how they control your decisions and your income. Bye bye money.
He’d already been in touch with Airbnb and they asked me to send money or decline! I have declined but not confident it’s finished. If he can claim on his travel insurance it doesn’t seem fair that I lose out with having had no opportunity to rebook the room
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It doesn’t seem fair, I know. Extenuating Circumstances does cover some transportation issues (cancelled flights, road closures for sure) and documentation is required. A broken-down car is not on the list; however, I have heard many accounts of them refunding under extenuating circumstances for a broken-down car. Of all of Air’s policies, Extenuating Circumstances is one of the simplest and clearest when you read it and yet the one they seem to most often play fast and loose with and let their CS “interpret” it as they want. Just be prepared (e.g. don’t spend that money yet).
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It’s not your fault and car problems are like “the dog ate my homework” for excuses. Unfortunate if true, but that is the Airbnb system. If Airbnb has referred it to the host, it’s not a cut and dried “extenuating circumstance.”
I would not use this exact wording as it indicates Airbnb should refund them.
I wouldn’t refund.
- You weren’t given enough notice to re-fill the dates.
- This doesn’t fall under their guest refund policy https://www.airbnb.com/help/article/544/what-is-airbnbs-guest-refund-policy-for-homes
- A generous CS agent may still try to give away your money under extenuating circumstances, but I’d argue strenuously against it. If it’s so important to them, maybe they should pay out of their deep pockets.
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Hi folks, I said to guest that it wasn’t up to a host to refund. I think I also suggested that Airbnb would be unlikely to refund due to the cancellation policy. I had said when we were emailing that night, and again when I declined, that they should rely on their travel insurance. The refund request that came through was actually for slightly more than I was actually paid!! I must say, given that the company take a fee from everyone concerned I feel a bit aggrieved to be put in this position. They either manage the platform or they don’t. Thank you all for sharing your thoughts.
Just double checked and the guest in question did not, and has not ever formally cancelled. It’s awaiting my review like any other. I’ve heard no more though so here’s hoping it’s finished.