Post by High Priestess on May 29, 2016 7:05:42 GMT
Brenton and Lauren shared on Hosting 911 Nov 2014
www.airbnb.com/groups/content/content-93772
Brenton and Lauren2 years ago
Last minute cancellation persisting in asking for a refund
Hi everybody, We just had a guest cancel a mere 5 hours before check-in. It wasn't an emergency, it was because her friend changed plans and wasn't going to be able to make the trip (the reservation was for 2 friends both traveling to our area, and meeting up). This guest has twice asked for a refund. I let her know that if someone else books the place for tonight, we can offer her a refund. She is persisting in asking. How can I graciously tell her no?
19 comments•1 like
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Suzanne
Mig
Mig2 years ago
Hi, What is your cancellation policy?
Reply Like
Brenton and Lauren
Brenton and Lauren2 years ago
Our cancellation policy is strict, but even for hosts with the most flexible policy, the host is paid if the cancellation is less than 24 hours before check-in.
Reply Like 1 like
Mig
Mig2 years ago
Without wanting to be hard faced about it, I would perhaps refer her back to your cancellation policy and offer a partial refund IF the room gets let
Reply Like
Julie and Eric
Julie and Eric2 years ago
I think you already answered her question. Asking multiple times doesn't always mean the answer changes.
Reply Like 4 likes
Jesse
Jesse2 years ago
I personally would not offer a refund. I would keep it simple and say no I am sorry, but that is the policy you agreed to when booking. Then I'd ignore any further requests. If it continues and/or gets obnoxious I'd let Airbnb get involved. A lot of planning and prep goes into hosting. Canceling has consequences. Period.
Reply Like 10 likes
Brenton and Lauren
Brenton and Lauren2 years ago
That is true, Julie & Eric... thanks for the confirmation! I will just repeat my earlier response in a friendly way.
Reply Like 1 like
Brenton and Lauren
Brenton and Lauren2 years ago
Thanks Jesse... agreed.
Reply Like 1 like
Nina
Nina2 years ago
NO REFUND!!!!!!!!!!!!!
Reply Like 1 like
Nina
Nina2 years ago
I hate these scene makers that think if they yell and scream we will somehow change our minds.
Reply Like 2 likes
Susan
Susan2 years ago
I wouldn't have gone that far, she's not entitled to anything. Have her bitch to airbnb and close the door on any further discussion.
Reply Like 5 likes
Nina
Nina2 years ago
I gave a full refund to a person who canceled 2 months in advance.
Reply Like
Elaine
Elaine 2 years ago
I agree with all of the above. At the most offer a small refund if you get a booking. You may have lost business/bookings because that time was blocked. That is why there are refund policies.
Reply Like 2 replies
Susan
Susan2 years ago
Forget the refund. Period. You have a cancellation policy so stick with it and be done with this guest and move on.
Nina
Nina2 years ago
True forget even a small refund...
Peter and Desiree
Peter and Desiree2 years ago
Actually I caution everyone to stick to our cancellation policy. As an AirBnB community (as a whole) we do NOT want to become known as "just push your way around and they'll cave in and (you, the Guest) are in control of the whole process.
In this close to arrival example, I would refer the guest directly to AirBnB and tell them it's out of your hands. Perhaps they might get a goodwill voucher from AirBnB (for a future stay somewhere, which is not in your dime)
But please AirBnB ers, stick to your guns.
Peter
Reply Like 1 reply•13 likes
Susan
Susan2 years ago
WHAT iswith Hosts that want to give refunds? Hotels don't give them, why sould airbnb Hosts do so when a guest puts up a fuss?
Elaine
Elaine 2 years ago
good advice!
Reply Like 1 like
Gordon
Gordon2 years ago
I'm guessing you're in this to make business, it isn't a hobby/public service. No refunds, sorry.
Reply Like 4 likes
Sheryl
Sheryl 2 years ago
Peter and Desiree, I wholeheartedly agree that is is not a good idea for hosts to volunteer refunds to guests who change their plans! I can understand how a host, having communicated with a guest in preparation might feel some personal obligation to treat them fairly. A host might also feel that they are keeping the guest's money "without giving them anything". But as Elaine and Jesse note, you gave them the assurance of accommodations prepared for their arrival and reserved for their use.
Well in advance of every booking, I prepare the space, shop for breakfast items in keeping with the guest's dietary preferences, research their plans and offer them information on using local transportation to get to their intended destinations and start a page of notes about them to reference just before their arrival. That's not nothing! And the cancellation policy assures that my efforts won't go without reward. I think, barring unusual circumstances, we should treat our efforts as valuable and allow the cancellation policies to operate as written.
Reply Like 7 likes
Brenton and Lauren
Brenton and Lauren2 years ago
I appreciate you acknowledging the personal obligation one feels, Sheryl, to treat people fairly. You are right, there is a lot that goes into hosting before the guest steps foot on your doorstep. Thanks for recognizing the complexity of this issue.
Reply Like 1 like
Liz and Harry
Liz and Harry2 years ago
My take on the review proses is a bit iffernent. I rarely mention reviews nor do I pressure guests for such. I put a lot of effort into writing a review and the 1 or 2 line "stay was great, enjoyed everything" is meaningless to me. I would rather have a comprehensive review with constructive feedback and mostly my Guestdor has been predictive of how and if a guest will respond or if at all. When I really jive with a guest and there are enthusiastic from the get go I will write a review soon after they depart, if they are more reserved and and a effort o engage, I may wait to see if they write one first. The majority of my reviews are descriptive and I prefer that over volume, but that is just me.
We get a lot of frequent fliyers to our area and the guest reviews have been helpful to look at their past stays and how they review them. If they have stayed or wish listied places that are $100-150 a night more amd raving about the grannit countertops and inquire about my place I know they will never be happy at my eclectic beach shack so I do my best to send them in a direction better suited for both.
I would drive myself crazy if I worried about the review numbers, but I also realize that while it does not impact my listing reviews may have a bigger impact on hosts in a more competitive environment and just a example of how varied the host and guest experience is
Liz
Reply Like
Jane-Marie
Jane-Marie2 years ago
Ignore further contact. When someone cancels on you you move up in the rebooking views, so enjoy the added success.
www.airbnb.com/groups/content/content-93772
Brenton and Lauren2 years ago
Last minute cancellation persisting in asking for a refund
Hi everybody, We just had a guest cancel a mere 5 hours before check-in. It wasn't an emergency, it was because her friend changed plans and wasn't going to be able to make the trip (the reservation was for 2 friends both traveling to our area, and meeting up). This guest has twice asked for a refund. I let her know that if someone else books the place for tonight, we can offer her a refund. She is persisting in asking. How can I graciously tell her no?
19 comments•1 like
Follow
Like
Suzanne
Mig
Mig2 years ago
Hi, What is your cancellation policy?
Reply Like
Brenton and Lauren
Brenton and Lauren2 years ago
Our cancellation policy is strict, but even for hosts with the most flexible policy, the host is paid if the cancellation is less than 24 hours before check-in.
Reply Like 1 like
Mig
Mig2 years ago
Without wanting to be hard faced about it, I would perhaps refer her back to your cancellation policy and offer a partial refund IF the room gets let
Reply Like
Julie and Eric
Julie and Eric2 years ago
I think you already answered her question. Asking multiple times doesn't always mean the answer changes.
Reply Like 4 likes
Jesse
Jesse2 years ago
I personally would not offer a refund. I would keep it simple and say no I am sorry, but that is the policy you agreed to when booking. Then I'd ignore any further requests. If it continues and/or gets obnoxious I'd let Airbnb get involved. A lot of planning and prep goes into hosting. Canceling has consequences. Period.
Reply Like 10 likes
Brenton and Lauren
Brenton and Lauren2 years ago
That is true, Julie & Eric... thanks for the confirmation! I will just repeat my earlier response in a friendly way.
Reply Like 1 like
Brenton and Lauren
Brenton and Lauren2 years ago
Thanks Jesse... agreed.
Reply Like 1 like
Nina
Nina2 years ago
NO REFUND!!!!!!!!!!!!!
Reply Like 1 like
Nina
Nina2 years ago
I hate these scene makers that think if they yell and scream we will somehow change our minds.
Reply Like 2 likes
Susan
Susan2 years ago
I wouldn't have gone that far, she's not entitled to anything. Have her bitch to airbnb and close the door on any further discussion.
Reply Like 5 likes
Nina
Nina2 years ago
I gave a full refund to a person who canceled 2 months in advance.
Reply Like
Elaine
Elaine 2 years ago
I agree with all of the above. At the most offer a small refund if you get a booking. You may have lost business/bookings because that time was blocked. That is why there are refund policies.
Reply Like 2 replies
Susan
Susan2 years ago
Forget the refund. Period. You have a cancellation policy so stick with it and be done with this guest and move on.
Nina
Nina2 years ago
True forget even a small refund...
Peter and Desiree
Peter and Desiree2 years ago
Actually I caution everyone to stick to our cancellation policy. As an AirBnB community (as a whole) we do NOT want to become known as "just push your way around and they'll cave in and (you, the Guest) are in control of the whole process.
In this close to arrival example, I would refer the guest directly to AirBnB and tell them it's out of your hands. Perhaps they might get a goodwill voucher from AirBnB (for a future stay somewhere, which is not in your dime)
But please AirBnB ers, stick to your guns.
Peter
Reply Like 1 reply•13 likes
Susan
Susan2 years ago
WHAT iswith Hosts that want to give refunds? Hotels don't give them, why sould airbnb Hosts do so when a guest puts up a fuss?
Elaine
Elaine 2 years ago
good advice!
Reply Like 1 like
Gordon
Gordon2 years ago
I'm guessing you're in this to make business, it isn't a hobby/public service. No refunds, sorry.
Reply Like 4 likes
Sheryl
Sheryl 2 years ago
Peter and Desiree, I wholeheartedly agree that is is not a good idea for hosts to volunteer refunds to guests who change their plans! I can understand how a host, having communicated with a guest in preparation might feel some personal obligation to treat them fairly. A host might also feel that they are keeping the guest's money "without giving them anything". But as Elaine and Jesse note, you gave them the assurance of accommodations prepared for their arrival and reserved for their use.
Well in advance of every booking, I prepare the space, shop for breakfast items in keeping with the guest's dietary preferences, research their plans and offer them information on using local transportation to get to their intended destinations and start a page of notes about them to reference just before their arrival. That's not nothing! And the cancellation policy assures that my efforts won't go without reward. I think, barring unusual circumstances, we should treat our efforts as valuable and allow the cancellation policies to operate as written.
Reply Like 7 likes
Brenton and Lauren
Brenton and Lauren2 years ago
I appreciate you acknowledging the personal obligation one feels, Sheryl, to treat people fairly. You are right, there is a lot that goes into hosting before the guest steps foot on your doorstep. Thanks for recognizing the complexity of this issue.
Reply Like 1 like
Liz and Harry
Liz and Harry2 years ago
My take on the review proses is a bit iffernent. I rarely mention reviews nor do I pressure guests for such. I put a lot of effort into writing a review and the 1 or 2 line "stay was great, enjoyed everything" is meaningless to me. I would rather have a comprehensive review with constructive feedback and mostly my Guestdor has been predictive of how and if a guest will respond or if at all. When I really jive with a guest and there are enthusiastic from the get go I will write a review soon after they depart, if they are more reserved and and a effort o engage, I may wait to see if they write one first. The majority of my reviews are descriptive and I prefer that over volume, but that is just me.
We get a lot of frequent fliyers to our area and the guest reviews have been helpful to look at their past stays and how they review them. If they have stayed or wish listied places that are $100-150 a night more amd raving about the grannit countertops and inquire about my place I know they will never be happy at my eclectic beach shack so I do my best to send them in a direction better suited for both.
I would drive myself crazy if I worried about the review numbers, but I also realize that while it does not impact my listing reviews may have a bigger impact on hosts in a more competitive environment and just a example of how varied the host and guest experience is
Liz
Reply Like
Jane-Marie
Jane-Marie2 years ago
Ignore further contact. When someone cancels on you you move up in the rebooking views, so enjoy the added success.