BOOKING SETTINGS, CALENDAR MANAGEMENT AND GETTING FOUND
Most guests on Airbnb that book have full intent on staying at the places that they book. Every now and then, guests will need to cancel for any number of unforeseen, but legitimate reasons. Occasionally, some guests will be frivolous in their booking, and do so with the assumption that they can always cancel their reservation at a later date.
Cancellation policies protect hosts in the event of unexpected guest cancellations. Each listing on Airbnb has a cancellation policy that is chosen by you – the host. These cancellation policies are the conditions under which you will or won’t return money to a guest upon the guest choosing to cancel their reservation.
These various policies empower hosts to protect themselves with the level of protection they believe necessary or appropriate. The policy you decide to run with is decided entirely by you. If in doubt, hosts should err on the side of stricter cancellation policies to gain fuller protections.
Airbnb allows hosts to choose from three standardized cancellation policies:
Airbnb also provide super-strict policies offered by invitation only as well as long-term cancellation policies that apply to all reservations of 28 nights or more.
The cancellation policy you choose will not display until a guest views your Airbnb listing page – another reason Airbnb hosts are encouraged to opt for stricter cancellation policies.
The flip-side of this however, is that Airbnb will inform prospective guests (once on the listing page) of cancellation policies that are favorable and attractive to them:
Airbnb also offer guests a “fully refundable” search filter (i.e. for Flexible or Moderate cancellation policies) that they’re able to select:
Lenient cancellation policies naturally encourage more bookings.
Guests will also be asked to agree to the host’s cancellation policy when they make a booking. A host will be able to see the number of reservations a guest has cancelled over the previous 12 months when the guest submits a request to book.
Updating your Cancellation Policy
If you update your cancellation policy, it will only apply to reservations that are made after you make the changes. It will not apply to upcoming reservations that you have already accepted.
When is a Reservation Cancelled?
A reservation is officially cancelled when the guest clicks the cancellation button on the cancellation confirmation page.
If your guest cancels a reservation in his or her Airbnb account, you will be automatically notified via email:
Your calendar will be automatically opened so you can again accept reservation requests from other guests for the previously-booked dates.
You can always verify the status of a reservation by logging into Airbnb and from your Hosting dashboard, clicking on View all reservations under Reservations. Cancelled reservations will have their Status listed as “Cancelled”:
No-Shows and Cancellations After Check-In
Should your guest decide not to show up, Airbnb will uphold your cancellation policy. Your payout will be released normally – 24 hours after the originally-scheduled check-in date (as long as you’ve upheld your host obligations). Payouts for canceled reservations are not released early.
This is what happens if the guest fails to meet the pre-trip required notice requirement:
If your guest has already checked in and wishes to cancel their reservation, they must exit your place upon submitting an official cancellation.
This is what happens if the guest chooses to leave early:
You have until 48 hours after the original check-out date to make any security deposit claims.
Long-Term Bookings and Cancellations
If the guest makes a long term reservation and decides to cancel the reservation before the start date, the first month of the reservation is paid to the host in full and not refunded to the guest. If the guest books a reservation and decides to cancel remaining days of the reservation midway throughout their stay, the guest must use the booking alteration tool in order to agree to a new checkout date with their host.
Regardless of the checkout date chosen, the guest is required to pay the host for the 30 days following the cancellation date, or up to the end date of the guest’s original reservation if the remaining portion of the original reservation is less than 30 days.
Cleaning fees are always refunded if the guest did not check in. Service fees will be refunded through an adjustment to the final reservation total you’re paid after the refund. Applicable taxes will also be retained and remitted by Airbnb.
You can always verify payouts of fee refunds in your Transaction History by logging into Airbnb and going to Transaction History. The updated amount you are to be paid (post-cancellation) will be stated. Note however, there will be no mention of the cancellation within the transaction history – only the updated amount that Airbnb will pay or has paid you in the form of a fee refund (as per your cancellation policy).
Cancellation Policy Examples
Circumstances Where Your Cancellation Policy Won’t Apply
Airbnb will not uphold your listing’s cancellation policy if there are extenuating circumstances. Extenuating circumstances include:
Guest Refund Policy
In the event of a complaint from a guest, notice must be given to Airbnb within 24 hours of their check-in. Airbnb will then mediate where necessary, and have the final say in all disputes.
Issuing Additional Refunds
At the time of cancellation, your guest is automatically refunded according to your cancellation policy. Whilst you are under no obligation, if you’d like to offer your guest a bigger refund, there are two ways of doing so.
With both methods, the refund is considered final and you are not entitled to a return of any moneys you decide to refund. To ask your guest for any money back, you would need to submit a new refund request using the Airbnb Resolution Center.
METHOD 1: Issue Refund Button
METHOD 2: Resolution Center
You can also refund your guest using the Airbnb Resolution Center. There will be a “Send or Request Money” button that is displayed upon the completion of a guest’s trip which will also take you directly to the Resolution Center:
Once in the Resolution Center, select the Send Money button then select the relevant reservation from the list of reservations that are displayed.
If the reservation you’re looking for isn’t in the drop-down menu, that means it’s more than 60 days old and is not eligible for a Resolution Center refund.
Enter the desired amount, currency, and a message to your guest. After you send the message, your guest will be automatically notified by the Airbnb messaging system, and they have the choice of whether or not to accept the offer.
Airbnb will be automatically notified once an offer to send money has been accepted and will process the refund within 48 hours. You will be notified via email once the refund is complete.
Cancelling as a Host
There may also be rare times that you, as the host, need to cancel a reservation. Hosts need to be aware that despite being able to do so, there are consequences to cancelling a guest’s reservation. Hosts should also be familiar with their options for mitigating these consequences on their ongoing Airbnb success.
If you need to cancel a guest’s reservation you have 2 ways of doing so:
Cancellations When Using Instant Book
Hosts who use Instant Book (listings that don’t require approval from the host before guests can book them) can cancel up to 3 times, penalty-free if the host has concerns with a guest’s behavior before or during a booked trip.
Hosts using Instant Book that need to cancel must do so within 24 hours of check-in using the following steps:
- Login to Airbnb
- In Hosting mode, scroll down to Reservations on your hosting dashboard and select View all reservations
- Find the reservation you need to cancel
- Select Change or Cancel
- Select Cancel Reservation
- Select “I’m uncomfortable with the guest’s behavior”
- Provide a reason for why you are uncomfortable with the guest’s behavior
Once you’ve completed those steps, your host penalties will automatically be waived and Airbnb will help your guest find another place to stay for their trip.
You can only use an Instant Book cancellation 3 times in one year and only for reservations that were made through Instant Book. Calendar inaccuracy, confusion about pricing or availability, and extenuating circumstances will not be covered by this policy.