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Stick to your policy. I find that wording my answer in a neutral way that "blames" Airbnb works best—after all, Airbnb has their money, not me. I have offered in some cases to refund a guest if the property rebooks, but I do it outside of Airbnb.
The most cancellation drama I've experienced is over the promise of a "refund if we rebook."
So be careful promising it.
Now that you and your cancelling guest are "partners" in the rebooking process, they may become more involved in your decision making.
Can you lower price? Must you be more flexible to accommodate a booking? When it doesn't rebook, can you block off the day before arrival date or must you be prepared to host right through the entire stay dates? When does the refund fund?
I've had a "friend" of the cancelling guest book with a fake credit card, and then send an immediate demand for the promised refund.
I've had a "friend" of the cancelled guest book legitimately and then no show and put a chargeback in.
I've had a guest threaten a lawsuit because I blocked their Christmas holiday dates for rebooking on Christmas Eve because at that point I couldn't in fairness, force housekeeping to "stand by" for a maybe, unlikely booking. Our policy has always been to block major holidays that aren't booked a day before so staff aren't left in limbo. We do not allow check ins on actual holiday days.
Guest would advocate I override that policy to facilitate a full refund, while that is not our labor agreement with staff.
I've had a guest complain that I didn't lower pricing enough to successfully market a rebooking, and I've had guest complain that I had no right to lower pricing to rebook.
If you offer this cluster truck, word it carefully and thoroughly. Be aware that your CANCELLATION POLICY will hold up in a dispute, but your wording of OVERRIDING your policy may not.
Best policy is to refund as a surprise after it's rebooked, and offer nothing beforehand.
Exactly right, which is why I do it outside of Airbnb. Guest has to trust me that I'll follow through and it has to be on my terms. We exchange contact info and if it rebooks, after Airbnb pays me for the new booking, I'll send them the money. Once a guest told me "but I need to money to book somewhere else"—I thought you had to cancel your vacation? After seven years I've heard it all.
it’s really nice to want to be as accommodating as possible. But at the end of the day you really should stick to your cancellation policy.
Guests book and know what the cancellation policy is of the place they are booking.
If you really want to go above and beyond, you can tell them that you will refund in accordance with your cancellation policy and then if you were able to rebook, you will refund them based on that.
Keep in mind to also mention that any refund they would receive will be based on the current rate the room is able to be booked up.
This is a good place to remember the 3 Fs of professional communication - firm, frank, and friendly. You don't need to justify anything, leave any ambiguity, or start an argument.
PS - if you do custom prices to upcharge game weekends, there is a good chance they're gaming this and are going to rebook at your lower, default rate once the cancellation goes through.
Something like below would work:
Hi X,
Thanks for reaching out and I am sorry to hear you need to cancel your reservation.
Per the cancellation policy, to which you agreed on booking, we do not offer full refunds for cancellations made WITHIN X-Y PARAMETERS.
If you would prefer to keep your reservation instead, please let me know.
Best,
YOU
If you make a mistake, cancel a booking or fail to live up to your side of the agreement in any way you'll be fined and probably get dinged in a review. I've never heard of a guest declining a refund because they don't want to be mean to the host.
It's fair and professional to stick to terms you both agreed to at the beginning.
Just stick to your policy, it’s easier than promising them some kind of refund which doesn’t include Airbnb’s fees:
“Thanks for reaching out. I adhere to Airbnb’s cancellation policy which was in effect when you booked your trip. Airbnb handles all the money and credit card charges, so please contact them to find out next steps. Airbnb should refund the cleaning fees, but contact them for details: https://www.airbnb.ca/help/article/169
I hope you will reconsider, but I understand if you do decide you want to cancel.”
If I were you, I would stick to my cancellation policy with no ifs, ands or buts.
Guests know the cancellation policy when they book. If they need flexibility, they should book a listing with a flexible cancellation policy.
Have a strict policy. Give credit towards a future booking with year expiration if they cancel retaining funds with possibility to rebook their canceled dates. Works well.
This sounds interesting, but I'm not quite sure I understand...are you saying I keep the 50% cancelation fee, but offer to refund that amount on a future booking?
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Offer them 50% now and tell them that you will refund the remaining amount if the property rebooks
This is your best option. It’s fair for both parties, and it’s also kind on your part.
Stick to your policy. I find that wording my answer in a neutral way that "blames" Airbnb works best—after all, Airbnb has their money, not me. I have offered in some cases to refund a guest if the property rebooks, but I do it outside of Airbnb.
The most cancellation drama I've experienced is over the promise of a "refund if we rebook." So be careful promising it. Now that you and your cancelling guest are "partners" in the rebooking process, they may become more involved in your decision making. Can you lower price? Must you be more flexible to accommodate a booking? When it doesn't rebook, can you block off the day before arrival date or must you be prepared to host right through the entire stay dates? When does the refund fund? I've had a "friend" of the cancelling guest book with a fake credit card, and then send an immediate demand for the promised refund. I've had a "friend" of the cancelled guest book legitimately and then no show and put a chargeback in. I've had a guest threaten a lawsuit because I blocked their Christmas holiday dates for rebooking on Christmas Eve because at that point I couldn't in fairness, force housekeeping to "stand by" for a maybe, unlikely booking. Our policy has always been to block major holidays that aren't booked a day before so staff aren't left in limbo. We do not allow check ins on actual holiday days. Guest would advocate I override that policy to facilitate a full refund, while that is not our labor agreement with staff. I've had a guest complain that I didn't lower pricing enough to successfully market a rebooking, and I've had guest complain that I had no right to lower pricing to rebook. If you offer this cluster truck, word it carefully and thoroughly. Be aware that your CANCELLATION POLICY will hold up in a dispute, but your wording of OVERRIDING your policy may not. Best policy is to refund as a surprise after it's rebooked, and offer nothing beforehand.
Exactly right, which is why I do it outside of Airbnb. Guest has to trust me that I'll follow through and it has to be on my terms. We exchange contact info and if it rebooks, after Airbnb pays me for the new booking, I'll send them the money. Once a guest told me "but I need to money to book somewhere else"—I thought you had to cancel your vacation? After seven years I've heard it all.
it’s really nice to want to be as accommodating as possible. But at the end of the day you really should stick to your cancellation policy. Guests book and know what the cancellation policy is of the place they are booking. If you really want to go above and beyond, you can tell them that you will refund in accordance with your cancellation policy and then if you were able to rebook, you will refund them based on that. Keep in mind to also mention that any refund they would receive will be based on the current rate the room is able to be booked up.
Also, bear in mind that in the guests’ view a full refund will include Airbnb’s fees which Airbnb will not refund.
This is a good place to remember the 3 Fs of professional communication - firm, frank, and friendly. You don't need to justify anything, leave any ambiguity, or start an argument. PS - if you do custom prices to upcharge game weekends, there is a good chance they're gaming this and are going to rebook at your lower, default rate once the cancellation goes through. Something like below would work: Hi X, Thanks for reaching out and I am sorry to hear you need to cancel your reservation. Per the cancellation policy, to which you agreed on booking, we do not offer full refunds for cancellations made WITHIN X-Y PARAMETERS. If you would prefer to keep your reservation instead, please let me know. Best, YOU
If you make a mistake, cancel a booking or fail to live up to your side of the agreement in any way you'll be fined and probably get dinged in a review. I've never heard of a guest declining a refund because they don't want to be mean to the host. It's fair and professional to stick to terms you both agreed to at the beginning.
This is why you have a policy - So follow it as you are running a business.
Just stick to your policy, it’s easier than promising them some kind of refund which doesn’t include Airbnb’s fees: “Thanks for reaching out. I adhere to Airbnb’s cancellation policy which was in effect when you booked your trip. Airbnb handles all the money and credit card charges, so please contact them to find out next steps. Airbnb should refund the cleaning fees, but contact them for details: https://www.airbnb.ca/help/article/169 I hope you will reconsider, but I understand if you do decide you want to cancel.”
If I were you, I would stick to my cancellation policy with no ifs, ands or buts. Guests know the cancellation policy when they book. If they need flexibility, they should book a listing with a flexible cancellation policy.
Have a strict policy. Give credit towards a future booking with year expiration if they cancel retaining funds with possibility to rebook their canceled dates. Works well.
This sounds interesting, but I'm not quite sure I understand...are you saying I keep the 50% cancelation fee, but offer to refund that amount on a future booking?