Post by High Priestess on May 27, 2016 16:03:42 GMT
Lisa shared on Scottish HOsts COmmunity Jan 2015
www.airbnb.com/groups/content/content-100992
last minute emergency
Hi everyone ,My first airbnb guests were set to m arrive here at 10:00 am. I've just received a message from her that her other half can no longer come and that she missed her train. She's trying to get on another one but they are very full and she's not sure when she'll make it if at all because she's just realised that trains to Edinburgh are very popular today! Something we all know obviously. I've got a 5 day cancellation policy on my listing so wouldn't think they could cancel at this point but you never know. I've had about 50 Hogmanay requests but at this point it's obviously too late to do anything about it. Anyone have any advice?
27 comments
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Eric
Erica year ago
Lisa, cancellation policy is clear and all guests can and should read it. It is New Year so high season....in my opinion you should be strict and stick to policies...
Eric
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Lisa
Lisaa year ago
I absolutely will stick to policy as I shouldn't be out. Just a bit concerned if they could cancel at this late stage as I was absolutely counting on that money and the room could have gone to someone else. And of course I was counting on their review as they're to be my first guests. Ugh.
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Wendy
Wendya year ago
Ohh Poor you...how unfortunate. You will get full rate for tonight though and half rate for the other nights? Not as good as having it all, but then you may want to change your cancellation policy to strict then you keep 100%
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Lisa
Lisaa year ago
Oh dear, I didn't realise that 50% was refunded for 2nd night. Thanks for that Wendy I'll be changing that immediately to strict. I've been attempting to reach her and no response. There's no cancellation request on their end yet so I don't know what to do other than keep the room free for them. Thanks guys
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lesley
lesleya year ago
Ah, that's tough Lisa for your first booking! Travelling at this time of the year is difficult and phone signal on trains can be dodgy. I hope she still turns up!
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Eric
Erica year ago
Lisa, as soon as the booking is officially cancelled, Make sure your calendar is freed..you might dtill get a last minute new Year eve booking...
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Eric
Erica year ago
Lisa, If by end of day today the guest has not answered their cell phone, not contacted you or tried to cancel the booking via Airbnb, call their London helpline. You will find the number under the "emergency" button on the Help pages. Choose "local numbers" to get the UK one....(don't call the US!!) They are usually very helpful and will giude you through what to do about this. Eric
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David
Davida year ago
did your guest arrive Lisa?
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Lisa
Lisaa year ago
Hi folks, they sent an email while I was at work tonight saying the female of the couple wasn't going to make it either so want a refund for tomorrow night. Error no as I've turned down week long requests and all sorts as they were first in. I've not responded them as only just back online now. I need to check their reservation and try and salvage what I can I've been nothing but dumped on by people renting my extra space this month and I've really just had enough. You guys at so kind and I certainly appreciate your help.
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Eric
Erica year ago
Lisa, there is a cancellation policy that they have to accept..end of story. Call Airbnb and they will tell you exactly this.
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Fiona
Fionaa year ago
What a pain for your first booking, so sorry. Onwards and upwards for 2015. I have seen on these forums that one way to handle such a situation is to make sure the guest cancels (to free up the room) and Airbnb pushes you up in the listings. In that case, since you rebooked the night(s) you earn the full amount from the new booking and can refund a partial amount to the original guests if you so choose as a thank you for canceling. You say you've had 50 requests for tomorrow? Wow! In that case you may well have someone book. I had someone book today for New Years - finally - after several people had inquired but nobody worked out for a variety of reasons. Good luck!
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Lisa
Lisaa year ago
Hi Fiona, I had so many requests it was unbelievable. All of which I had to turn down as this couple was booked. I am not prepared for the financial hit at this late stage of the game and so upset. I'm so new to Airbnb that I haven't worked out the finer points of the site. As far as I can tell, they haven't officially requested a cancel, does anyone know if that means that Airbnb still pays out? He sent me an email when I was at work hours after their scheduled check in time saying neither one of them would make it and they wondered if they could get a refund for tonight. If I could get it rebooked I would consider a partial refund but this has caused me so much last minute faff and stress I don't really know how to proceed. I checked the help page but need to have a further look to see how to proceed. How long does it take airbnb to pay out? My friend who hosts says that they payout upon guest check in but there are no pending funds showing in my Paypal . I hate to be so high maintenance folks and I really do appreciate everyone s help. I'm just so new here.
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David
Davida year ago
Such a pain! I'm pleased to say that it's not what the majority of airbnb guests are like in my experience so... Beginners (un)luck maybe? The guests may just not be aware of the cancellation policies and will most likely accept the partial refund they signed up to. Try and get them to officially cancel. I'm sure you'd get a booking for tonight if your place is relisted. When I did a quick search a few days ago there was only around 7 private rooms available!
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Eric
Erica year ago
Lisa, Whether they officially cancel or not, as there is a cancellation policy protecting you, Airbnb will pay due sums today if their checkin date was yesterday. They pay, as normal, day after checkin. You should, however, call Airbnb as if they do not request a cancellation then Airbnb will presume they have arrived and pay in full. And also you need to free your calendar today as you may still get a booking for this evening!! Whereas if they cancel afterwards I am not sure how Airbnb will manage the cancellation policy...
Not good, but don't despair, in my experience Airbnb guests are rarely difficult cases to manage...
Let us know how you get on..
Eric
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Lisa
Lisaa year ago
Thank you for the clarification Eric. I will see what I can do about it. I'm teaching classes in an hour so I don't even know how I'll manage all of this in such a limited time. Think I need a Paracetamol! Ha
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Fiona
Fionaa year ago
There is definitely a big learning curve Lisa, don't worry about not understanding it all at the beginning. To try to address your biggest concerns:
1) Airbnb pays out (here in the US where I am) the day after the guest checks in unless it is a weekend or a holiday, then it is delayed. I assume it is the same in the UK, the Help section of the website is good.
2) if the guest doesn't cancel there should be no question of a refund (and make sure they know that) because it doesn't free up your listing for others to book.
3) You will be paid by Airbnb for the first night in full and 50% of the remaining night(s) if the guest cancels. If they don't cancel then you'll be paid in full.
So why encourage them to cancel? Because it allows them to leave with a little refund and for you to rebook on a huge night. Importantly, especially for you on your first time out, if the guest doesn't cancel then the stay will be completed and they can leave you a review. You don't want these people reviewing your listing. I'd tell them to cancel and apply to Airbnb for the refund they are due under the policy they agreed to (Moderate) and then let the new booking roll in and get a great stay/great review from someone who is delighted and grateful to have found you at the last moment!
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Lisa
Lisaa year ago
A million thank yous everyone. I have requested he cancel so will now just see what he comes back with. Of course I'm now going to be only intermittently available as I'm on my way to work. I need a PA to handle all of this! Lol. I hear so many good things about Airbnb but boy, having this as a first experience really takes me off the boil. I really appreciate everyone s help, you guys are gold! X
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Lisa
Lisaa year ago
Hi folks, he's only just now cancelled the booking and Airbnb is showing my room available. So unlikely I'll fill it at this stage but I can only hope. If I do rebook I'll offer him a partial refund but Airbnb he sent me a message saying that per my cancellation policy his refund will be £0 so at least i'll hopefully get original booking amount. I really needed that review though, damn. Have a lovely new year lovlies and thank you again.
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Eric
Erica year ago
I will be curious to know if you get a last minute booking...it happens!! I suspect they may try to convince you to give them a refund...my suggestion is you tell them that eventual refunds depend on Airbnb cancellation policy and due to this you can only consider a refund if you re-book the room!!
Good luck!
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Lisa
Lisaa year ago
No enquiries yet and I'd be very surprised if none came through but who knows. He does want a refund and I would be willing to give him a small portion, however, him leaving cancelling until this afternoon minimises my desire to offer anything at all as I suggested the cancellation this morning. I checked my dashboard this morning and there were loads of views. Suspect I may have had a chance at that pont but this late I won't hold my breath. I'm just home from work and the town is already beyond mental. There's no way in a month of Sundays that I would consider a full refund with all of the last minute shenanigans and running around he's caused me. The upshot is I've gotten to know all of you nice folk better through the drama. I'll look forward to meeting you in person at one of the group meetups!
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Eric
Erica year ago
Thanks Lisa. Stick by your guns...these guests are really due nothing back...decide only if you get a booking!!
Like 1 reply
Fiona
Fionaa year ago
Exactly, nobody can seriously expect to get a refund when they've cancelled for one of the biggest nights of the year at the last minute and it is spelled out in advance they've agreed to the policy you have in place.
Lisa
Lisaa year ago
I most definitely will stick to my guns. With all of the tenant drama I've had in the last month I'm not backing down on anything for anyone. :-)
Like 1 reply
lesley
lesleya year ago
Yea! It's good for us all to be here for support - it makes life a bit easier!
Lisa
Lisaa year ago
Folks, I have a last minute booking!!!! Unbelievable!! They decided to come up from Kendal at the last minute so I accepted. I'll be unfashionably late for a party I'm attending I'm just happy at least I can help out with someone's Hogmanay. With the luck I'm having though I may be on here tomorrow moaning that they've boked on the bedsheets and deposit info! Ha ha. I am considering at least refunding a wee bit to original books due to this booking but I will see what transpires over the next few hours. You just wouldn't read about it! Ha.
Like 2 replies
Fiona
Fionaa year ago
Well done!
lesley
lesleya year ago
whoop whoop!
Eric
Erica year ago
Wouldn't give them a penny!! Hahahahaha...Happy New Year everyone!!
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Barbara
Barbaraa year ago
Hi Lisa and a happy new year - I have caught up with your saga - there is no reason to refund on this booking - they have not given a reason for cancelling that merits special consideration - like a death in the family - and they left it so late to cancel. I am so pleased you got a booking but I would not refund anything. Remember, they may also have travel insurance which MAY pay out - depending on the reason for not travelling. Hope this helps - if a little belatedly. Thank you for sharing the issue with us so that we could support. Thank you everyone for helping Lisa through this situation - you are all stars!
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Lisa
Lisaa year ago
Thank you Barbara, and I'm happy to report that the last minute booking from last night was superb! They were the perfect guests and left me a lovely note when they left today as I wasn't home. The cancellers never gave me a reason for cancel but I have the distinct impression that they'd fallen out because the communication lent itself to that impression. I am inclined to offer him a minimal refund as I was able to rebook, however, the amount of time I've had to spend trying to salvage the situation and being 3 hours late for my own Hogmanay plans(waiting on the couple that booked last minute) I 'm not clamouring to give him anything. Y'all are just fantabulous with your support and advice, I greatly appreciate it. Happy New Year. X
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Barbara
Barbaraa year ago
Happy new year Lisa and every member of our Group - I am so glad that our fabulous members were supportive at a time of need - again. So very good to be there when needed and reliable in that need. Thank you Team Scotland
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www.airbnb.com/groups/content/content-100992
last minute emergency
Hi everyone ,My first airbnb guests were set to m arrive here at 10:00 am. I've just received a message from her that her other half can no longer come and that she missed her train. She's trying to get on another one but they are very full and she's not sure when she'll make it if at all because she's just realised that trains to Edinburgh are very popular today! Something we all know obviously. I've got a 5 day cancellation policy on my listing so wouldn't think they could cancel at this point but you never know. I've had about 50 Hogmanay requests but at this point it's obviously too late to do anything about it. Anyone have any advice?
27 comments
Follow
Like
Eric
Erica year ago
Lisa, cancellation policy is clear and all guests can and should read it. It is New Year so high season....in my opinion you should be strict and stick to policies...
Eric
Like
Lisa
Lisaa year ago
I absolutely will stick to policy as I shouldn't be out. Just a bit concerned if they could cancel at this late stage as I was absolutely counting on that money and the room could have gone to someone else. And of course I was counting on their review as they're to be my first guests. Ugh.
Like
Wendy
Wendya year ago
Ohh Poor you...how unfortunate. You will get full rate for tonight though and half rate for the other nights? Not as good as having it all, but then you may want to change your cancellation policy to strict then you keep 100%
Like
Lisa
Lisaa year ago
Oh dear, I didn't realise that 50% was refunded for 2nd night. Thanks for that Wendy I'll be changing that immediately to strict. I've been attempting to reach her and no response. There's no cancellation request on their end yet so I don't know what to do other than keep the room free for them. Thanks guys
Like
lesley
lesleya year ago
Ah, that's tough Lisa for your first booking! Travelling at this time of the year is difficult and phone signal on trains can be dodgy. I hope she still turns up!
Like
Eric
Erica year ago
Lisa, as soon as the booking is officially cancelled, Make sure your calendar is freed..you might dtill get a last minute new Year eve booking...
Like
Eric
Erica year ago
Lisa, If by end of day today the guest has not answered their cell phone, not contacted you or tried to cancel the booking via Airbnb, call their London helpline. You will find the number under the "emergency" button on the Help pages. Choose "local numbers" to get the UK one....(don't call the US!!) They are usually very helpful and will giude you through what to do about this. Eric
Like
David
Davida year ago
did your guest arrive Lisa?
Like
Lisa
Lisaa year ago
Hi folks, they sent an email while I was at work tonight saying the female of the couple wasn't going to make it either so want a refund for tomorrow night. Error no as I've turned down week long requests and all sorts as they were first in. I've not responded them as only just back online now. I need to check their reservation and try and salvage what I can I've been nothing but dumped on by people renting my extra space this month and I've really just had enough. You guys at so kind and I certainly appreciate your help.
Like
Eric
Erica year ago
Lisa, there is a cancellation policy that they have to accept..end of story. Call Airbnb and they will tell you exactly this.
Like
Fiona
Fionaa year ago
What a pain for your first booking, so sorry. Onwards and upwards for 2015. I have seen on these forums that one way to handle such a situation is to make sure the guest cancels (to free up the room) and Airbnb pushes you up in the listings. In that case, since you rebooked the night(s) you earn the full amount from the new booking and can refund a partial amount to the original guests if you so choose as a thank you for canceling. You say you've had 50 requests for tomorrow? Wow! In that case you may well have someone book. I had someone book today for New Years - finally - after several people had inquired but nobody worked out for a variety of reasons. Good luck!
Like
Lisa
Lisaa year ago
Hi Fiona, I had so many requests it was unbelievable. All of which I had to turn down as this couple was booked. I am not prepared for the financial hit at this late stage of the game and so upset. I'm so new to Airbnb that I haven't worked out the finer points of the site. As far as I can tell, they haven't officially requested a cancel, does anyone know if that means that Airbnb still pays out? He sent me an email when I was at work hours after their scheduled check in time saying neither one of them would make it and they wondered if they could get a refund for tonight. If I could get it rebooked I would consider a partial refund but this has caused me so much last minute faff and stress I don't really know how to proceed. I checked the help page but need to have a further look to see how to proceed. How long does it take airbnb to pay out? My friend who hosts says that they payout upon guest check in but there are no pending funds showing in my Paypal . I hate to be so high maintenance folks and I really do appreciate everyone s help. I'm just so new here.
Like
David
Davida year ago
Such a pain! I'm pleased to say that it's not what the majority of airbnb guests are like in my experience so... Beginners (un)luck maybe? The guests may just not be aware of the cancellation policies and will most likely accept the partial refund they signed up to. Try and get them to officially cancel. I'm sure you'd get a booking for tonight if your place is relisted. When I did a quick search a few days ago there was only around 7 private rooms available!
Like
Eric
Erica year ago
Lisa, Whether they officially cancel or not, as there is a cancellation policy protecting you, Airbnb will pay due sums today if their checkin date was yesterday. They pay, as normal, day after checkin. You should, however, call Airbnb as if they do not request a cancellation then Airbnb will presume they have arrived and pay in full. And also you need to free your calendar today as you may still get a booking for this evening!! Whereas if they cancel afterwards I am not sure how Airbnb will manage the cancellation policy...
Not good, but don't despair, in my experience Airbnb guests are rarely difficult cases to manage...
Let us know how you get on..
Eric
Like
Lisa
Lisaa year ago
Thank you for the clarification Eric. I will see what I can do about it. I'm teaching classes in an hour so I don't even know how I'll manage all of this in such a limited time. Think I need a Paracetamol! Ha
Like
Fiona
Fionaa year ago
There is definitely a big learning curve Lisa, don't worry about not understanding it all at the beginning. To try to address your biggest concerns:
1) Airbnb pays out (here in the US where I am) the day after the guest checks in unless it is a weekend or a holiday, then it is delayed. I assume it is the same in the UK, the Help section of the website is good.
2) if the guest doesn't cancel there should be no question of a refund (and make sure they know that) because it doesn't free up your listing for others to book.
3) You will be paid by Airbnb for the first night in full and 50% of the remaining night(s) if the guest cancels. If they don't cancel then you'll be paid in full.
So why encourage them to cancel? Because it allows them to leave with a little refund and for you to rebook on a huge night. Importantly, especially for you on your first time out, if the guest doesn't cancel then the stay will be completed and they can leave you a review. You don't want these people reviewing your listing. I'd tell them to cancel and apply to Airbnb for the refund they are due under the policy they agreed to (Moderate) and then let the new booking roll in and get a great stay/great review from someone who is delighted and grateful to have found you at the last moment!
Like 1 like
Lisa
Lisaa year ago
A million thank yous everyone. I have requested he cancel so will now just see what he comes back with. Of course I'm now going to be only intermittently available as I'm on my way to work. I need a PA to handle all of this! Lol. I hear so many good things about Airbnb but boy, having this as a first experience really takes me off the boil. I really appreciate everyone s help, you guys are gold! X
Like
Lisa
Lisaa year ago
Hi folks, he's only just now cancelled the booking and Airbnb is showing my room available. So unlikely I'll fill it at this stage but I can only hope. If I do rebook I'll offer him a partial refund but Airbnb he sent me a message saying that per my cancellation policy his refund will be £0 so at least i'll hopefully get original booking amount. I really needed that review though, damn. Have a lovely new year lovlies and thank you again.
Like
Eric
Erica year ago
I will be curious to know if you get a last minute booking...it happens!! I suspect they may try to convince you to give them a refund...my suggestion is you tell them that eventual refunds depend on Airbnb cancellation policy and due to this you can only consider a refund if you re-book the room!!
Good luck!
Like
Lisa
Lisaa year ago
No enquiries yet and I'd be very surprised if none came through but who knows. He does want a refund and I would be willing to give him a small portion, however, him leaving cancelling until this afternoon minimises my desire to offer anything at all as I suggested the cancellation this morning. I checked my dashboard this morning and there were loads of views. Suspect I may have had a chance at that pont but this late I won't hold my breath. I'm just home from work and the town is already beyond mental. There's no way in a month of Sundays that I would consider a full refund with all of the last minute shenanigans and running around he's caused me. The upshot is I've gotten to know all of you nice folk better through the drama. I'll look forward to meeting you in person at one of the group meetups!
Like
Eric
Erica year ago
Thanks Lisa. Stick by your guns...these guests are really due nothing back...decide only if you get a booking!!
Like 1 reply
Fiona
Fionaa year ago
Exactly, nobody can seriously expect to get a refund when they've cancelled for one of the biggest nights of the year at the last minute and it is spelled out in advance they've agreed to the policy you have in place.
Lisa
Lisaa year ago
I most definitely will stick to my guns. With all of the tenant drama I've had in the last month I'm not backing down on anything for anyone. :-)
Like 1 reply
lesley
lesleya year ago
Yea! It's good for us all to be here for support - it makes life a bit easier!
Lisa
Lisaa year ago
Folks, I have a last minute booking!!!! Unbelievable!! They decided to come up from Kendal at the last minute so I accepted. I'll be unfashionably late for a party I'm attending I'm just happy at least I can help out with someone's Hogmanay. With the luck I'm having though I may be on here tomorrow moaning that they've boked on the bedsheets and deposit info! Ha ha. I am considering at least refunding a wee bit to original books due to this booking but I will see what transpires over the next few hours. You just wouldn't read about it! Ha.
Like 2 replies
Fiona
Fionaa year ago
Well done!
lesley
lesleya year ago
whoop whoop!
Eric
Erica year ago
Wouldn't give them a penny!! Hahahahaha...Happy New Year everyone!!
Like
Barbara
Barbaraa year ago
Hi Lisa and a happy new year - I have caught up with your saga - there is no reason to refund on this booking - they have not given a reason for cancelling that merits special consideration - like a death in the family - and they left it so late to cancel. I am so pleased you got a booking but I would not refund anything. Remember, they may also have travel insurance which MAY pay out - depending on the reason for not travelling. Hope this helps - if a little belatedly. Thank you for sharing the issue with us so that we could support. Thank you everyone for helping Lisa through this situation - you are all stars!
Like
Lisa
Lisaa year ago
Thank you Barbara, and I'm happy to report that the last minute booking from last night was superb! They were the perfect guests and left me a lovely note when they left today as I wasn't home. The cancellers never gave me a reason for cancel but I have the distinct impression that they'd fallen out because the communication lent itself to that impression. I am inclined to offer him a minimal refund as I was able to rebook, however, the amount of time I've had to spend trying to salvage the situation and being 3 hours late for my own Hogmanay plans(waiting on the couple that booked last minute) I 'm not clamouring to give him anything. Y'all are just fantabulous with your support and advice, I greatly appreciate it. Happy New Year. X
Like
Barbara
Barbaraa year ago
Happy new year Lisa and every member of our Group - I am so glad that our fabulous members were supportive at a time of need - again. So very good to be there when needed and reliable in that need. Thank you Team Scotland
Like