Last week a guest cancelled while actually on the way to my listing. I was expecting him to arrive around 1pm and got a message at 12:30 to say “it is too much trouble to come to your listing so i’m going to stay in a hotel right here.” A bad excuse for sure. My mind immediately turned wether or not he is going to get a full refund or will i still get paid by airbnb?
What is your cancellation policy?
When a guest cancels a booking it depends on your cancellation policy if they are entitled to a refund or not (Airbnb’s booking fee is never refundable). There are three settings :
- Flexible: Full refund one day prior to arrival
- Moderate: Full refund five days prior to arrival
- Strict: 50% refund until one week prior to arrival
My setting is Flexible. I can afford to be flexible because I get a lot of last minute bookings. I have even had cases where a guests cancels and I have resold the room at a higher rate. It it important to note that the one day prior to arrival cuts off at your ‘Check-in After’ hour. So if your earliest check in is at 12 like mine then the guest will have to cancel prior to 12pm the previous day (a full 24 hours before the earliest check in) to get a full refund.
Try to avoid cancelling bookings at all costs
There is no impact for a guest to cancel prior to arrival except the potential loss of the cost of the booking. However if a host cancels it can have a serious detrimental impact on the future ranking of their listing. Airbnb clearly is not kind to hosts who cancel on guests no matter what their excuse so unless you want to be sent to Airbnb Siberia never cancel on a guest.
When a guest fails to show up
I had a guest yesterday who failed to arrive. I had been trying to contact her to determine what time she would arrive on the day but I got no reply. I fell asleep and the next morning sent a chaser message and got a reply saying she is not coming and she sent me a SMS (which i did not receive). I should still be paid for this as no cancellation message was sent.
I cancelled on trip myself once when at the last minute the car hire company refused my booking and a guest at one of my listing was being difficult so we cancelled our trip (it was in actual fact my honeymoon). I got a refund for 2/3 of my trip i.e. not the first night but the 2nd and 3rd, less the Airbnb booking fee. I felt a bit guilty since I expected that the host would not be able to fill the listing at the last minute as it’s in a remote location.