How do I handle guest cancellations or modifications to their booking?
To manage guest cancellations or modifications as an Airbnb host, start by familiarising yourself with Airbnb’s cancellation policy options, and choose the one that best suits your needs.
If a guest cancels and is owed a refund, this will be deducted from your future payouts. Airbnb will automatically arrange this and unblock the reservation dates from your calendar. If your policy does not entitle them to a refund, you will be paid in full for the length of their stay.
Respond to booking modification requests promptly and try to be flexible, as unexpected changes often stem from unforeseen circumstances. An Airbnb management company, such as 53 Degrees Property, can relieve this administrative burden by handling all cancellations and booking enquiries on your behalf.
Related FAQs
1. What cancellation policies can I choose from as an Airbnb host?
There are several different cancellation policies that you can choose from as an Airbnb host. For short-term bookings, your options are:
- Flexible: Guests can cancel up to 1 day before check-in for a full refund.
- Moderate: Guests will receive a full refund if they cancel up to 5 days before arrival.
- Firm: Guests must cancel at least 30 days before check-in to receive a full refund. If they give between 7 and 30 days’ notice, they will receive a 50% refund.
- Strict: Guests must cancel within 48 hours of booking, and at least 14 days before check-in, to receive a full refund. If they cancel between 7 and 14 days before arrival, they will receive a 50% refund.
Only ‘firm’ and ‘strict’ policies are available for long-term stays (at least 28 consecutive nights).
2. Can guests modify their booking after it has been confirmed?
Airbnb guests can send a request to change their booking after it has been confirmed. However, the host must acknowledge and accept the request in order for the modification to be confirmed.
For example, if a guest originally booked a 3-night stay and wants to change it to a 2-night stay, you will receive a notification about their trip change request. You can then choose whether to accept it or decline it. If you wish, you can ask the guest for more information before making a decision.
3. How should I respond to a guest’s trip change request?
Always aim to respond to trip change requests promptly and professionally. Review the request as soon as possible and determine whether it is feasible for you. For example, if they request to shorten their stay the day before check-in, you may choose to decline if you believe you will be unable to re-book those dates. Whatever your decision, communicate it clearly at your earliest convenience. Alternatively, you can leave everything to an Airbnb management service, such as 53 Degrees Property.
4. How can I adjust my availability calendar after a cancellation or modification?
If a guest cancels or modifies their booking, your calendar should update automatically, so that the dates show as available to other potential guests. If you need to manually adjust your availability, you can do this by navigating to the ‘Calendar’ section of your Airbnb dashboard and unblocking dates from there. Be aware that if you cancel a booking, the associated days may remain blocked, preventing you from accepting another reservation.
5. Can I change or cancel a reservation on behalf of a guest?
As an Airbnb host, you cannot change a reservation on behalf of a guest (e.g. modify the dates of the booking). To do this, the guest must make a trip change request.
You can cancel a guest’s booking at any time. However, unless there are extenuating circumstances, this may incur penalty fees. Your calendar may also remain blocked for the dates of the reservation. If a guest wishes to cancel, you should instruct them to do so on their end and remind them of your cancellation policy.
6. How are refunds calculated in the event of a cancellation?
If you can no longer accommodate a guest and need to cancel their booking, they will automatically receive a full refund. If your guest cancels, their eligibility for a refund will depend on which cancellation policy you’ve chosen. For example, if you have a firm policy, they will only receive a full refund if they cancel at least 30 days prior to check-in.
In the case of extenuating circumstances, such as natural disasters, guests may be able to claim a refund directly from Airbnb.
7. How does Airbnb’s Extenuating Circumstances Policy work?
Airbnb’s Extenuating Circumstances Policy protects hosts and guests who need to cancel bookings due to unforeseen events outside of their control. The scenarios covered by the policy include:
- Unexpected changes to visa or passport requirements
- Declared local or national emergencies, such as epidemics
- Government-imposed travel restrictions
- Hostilities such as acts of war, terrorism and riots
- Natural disasters including severe and abnormal weather events
If you have to cancel a guest’s booking due to any of the above, you will not face adverse consequences such as penalty fees. If a guest is affected by extenuating circumstances, they can apply to Airbnb for a refund or travel credit.
8. Can I refuse a guest’s request to modify a booking?
Yes, as a host, you have the right to decline a guest’s request to modify their booking. However, you should try to be as flexible and understanding as possible – they may have a good reason for needing to change their travel dates. If you cannot accommodate their request, respond promptly and communicate your reasons professionally and politely.
9. What should I do if a guest cancels their booking at the last minute?
If a guest cancels their stay at the last minute, you do not need to do anything. If they qualify for a refund, they will receive it automatically, and this amount will be deducted from your future payouts. Airbnb will notify you of the cancellation and immediately unblock the dates on your calendar, allowing you to accept new bookings straight away.
10. How can Airbnb management companies assist with handling cancellations and booking modifications?
If you hire an Airbnb property management company, you won’t have to worry about handling reservations, modifications and cancellations. They will take care of everything for you, from managing your property’s availability calendar to dealing with refunds and trip change requests. They will ensure everything is handled efficiently and professionally, taking the strain away from you. Contact 53 Degrees Property to find out more.