This forum is dedicated to connecting hosts with other hosts. Sign up to get the latest updates and news just for AirBnb hosts! Note that we are not affiliated with Airbnb - we are just passionate hosts!
Though it’s technically not the nights booked it’s the replacement booking. When the prior guest booked Sat and Sun you couldn’t book Friday because you have to leave a day in between. Not refunding the Sunday might honor the letter, but not the spirit, of what you said you would do.
If you leave one night between bookings, then you wouldn’t have been able to book Friday night anyway on the original reservation, so it sounds to me like the fact you can’t rent the Sunday night now is a moot point. You had a 2 night booking that was replaced by another 2 night booking, it just isn’t the exact same days.
My thought as well, they booked a non refundable reservation. I offered them a generous solution considering I could have kept the entire amount and rebooked as well.
Wise words indeed.
Well technically they cancelled a non refundable booking, so there is that.
Do airlines feel guilty re-selling a cancelled seat that they did not refund for?
I’m not an airline. I don’t even really consider myself a business. I’m a human first and I value other humans, relationships, what I consider ethical and how I feel about my actions. I’ve said here many times that I don’t feel good about charging for services that aren’t rendered and I especially wouldn’t feel good about it if I got a replacement booking and I kept all the money.
You shouldn’t feel the need to defend your decision. I thought the question was “what would you do?” and that’s the way I answered it.
First, follow the law as your minimum.
Then, Do what you feel is right so you can sleep at night.
When I owned my previous business in MA the few times a client wanted their money back for unused services I refunded their money immediately. MA consumer law is very friendly towards the consumer. Small claims court would have given them 3x what they were owed plus fees and expenses possibly. Not worth the headache.
I once was consulting to another business in my field and the husband of a client was an attorney and said he would spend $10k to get the $300 back for unused services. It took me 2 days to convince the other business owner to just write the check.
You know how your occupancy actually runs. Was it a wash or did you lose a day?
If we were made whole (2 vs 2) and the guest was courteous, we would refund both nights.
If they gave us attitude, they would get 1 day back and be treated as a mere business customer.
Oh I don’t mean to come off as defensive, the answers here are what I expected
I’m actually glad this guest canceled, she actually had to use a second credit card for her deposit (with VRBO I actually run the card, the money is already in the bank )
She can’t afford to lose the money. I’ve replaced the reservation
Once I get paid I plan on refunding her both nights.