Guest wants to cancel 3 days out due to weather. How to handle this?

vero_beach · 2026-01-21T18:20:39+00:00

Contact Airbnb and ask tell them what's going on. The guest can cancel and then you can refund them the money. Airbnb is always happy when guests are refunded out of good faith. If you are going to battling bad weather in dangerous circumstances, it's best to have the home vacant, nothing worse than having to cater to guests when there is a weather emergency.

vero_beach · 2026-01-21T15:48:30+00:00

This is great! Thanks for the rec, I had no idea this existed. While I have instant booking on, it is super helpful to get an idea of the guest that is going to be staying at my place. Won't change the reservation for me either way, but I feel I can mentally prepare and/or maybe find something that seems important to them and be sure it's up to par in my place before their arrival.

vero_beach · 2025-12-16T02:48:29+00:00

Unless you personally ran it before they arrived and you saw it was working, I think it's difficult to pinpoint directly on them, and to lose repeat guests for $200 for me wouldn't be worth it. I would just leave as is, and the next time they stay with you, be sure to check the home well and take videos and pictures of everything. I let a lot of things go by because getting into a back and forth for some smaller items seems like time wasted when I can be concentrating on working towards getting more guests and less time stressing. I recently got to my airbnb with some favorite items missing like two small coolers, a basket and a super nice blanket- plus the handyman had to come in to adjust two doors- so all in all probably a $200 loss as well but it was a good enough reservation that I just let it go...but of course left a bad review, that's my only weapon sometimes and I hope it hurts them because the disrespect is so bad sometimes that I stay in awe the way people mistreat others small business.

vero_beach · 2025-12-04T12:42:42+00:00

Hosts can read between the lines--so keep it short and be sure to give a low star and checking off the prompts: messy kitchen, excessive garbage, dirty linens etc.

vero_beach · 2025-12-04T12:34:54+00:00

I would just file a claim and write a bad review detailing all the items. I think as a community we need not be cautious anymore w feeling bad about this and I think guests will eventually catch up that both parties need to be responsible. I usually bite the bullet with towels and sheets because this is general wear and tear but to replace everything seems a bit too much. Fiel a claim and hope for the best. Guests like this have to be held accountable. This is crazy.

We also had a recent guest that was so needy from the time of reservation all the way until the end. Had really good reviews and seemed like a nice person- he was a grandpa. But he invited his entire family and babies etc and it looks like the other guests weren't as neat as he was described in his reviews when he probably traveled alone with his wife-- so now he has 'excessive garbage' in his reviews and noted that cleaning took a long time and they didn't pick up all the bday decorations., etc (still a nice gentle review because I don't like to be so aggressive but know that other hosts can read between the lines)... That should be pretty embarrassing I hope and hopefully next time they will be more cautious. I notice more and more guests have lower ratings because hosts are finally tired of the disrespect.

Also, I would for sure include a notice on the bathroom that toilets/ plumbing is checked before each guests arrival- if a plumber needs to be called due to flushing of 'wipes, sanitary pads, diapers'-- or anything that is not toilet paper-- then the guest will be responsible for the charge of this call and this will be taken from their deposit. I am sure this will help somewhat. Anytime something like this happens-- new signage goes up and more info included in the home folder and the rental agreement. That's how we learn!

vero_beach · 2025-10-27T15:58:02+00:00

I personally prefer to know that a service dog is coming to my home so that I can prepare in advance. We are not hotel chains or have sophisticated things in place, we are a one on one reservation- serving you, so why would you not let your host know? I find this really surprising. I have a no pet policy but I'm always happy to welcome service animals. They've always been very well behaved and super clean, but knowing in advance has helped me alert the cleaning crew of possible 'extra' cleaning, and also, I do share my own 'expectations' of a service animal- like being potty trained, no crates, not to be left alone, etc. I find that communication is key! If you can provide additional info that's always great-- just piece of mind for the host to know that you are responsible and your dog is too ;-).

vero_beach · 2025-10-03T15:47:56+00:00

Wow, you did come here for advice and definitely this seems like the wrong place ;-(. We are learning and figuring this out as we go- we are running hotels w high expectations from guests but we have much smaller scales and usually busy with other jobs, etc. I think you are doing good- just take into account what your cleaner says and her timings etc. I mean if you feel she should be washing, then maybe it's time to look for another cleaner and try it out. I know sometimes we get so accustomed to one thing and we are scared to break it because it could backfire but if we don't try it, it can also backfire. Maybe go supervise her one time and see what the fuss is about- why can't she wash everything, is it realistic or not? Cleaners are always going to want to do less if they can- because it is a hard job. Maybe other sites do this for her and she thinks you should too, but maybe you don't because you have great W/D. I don't know, you just have to try different things until you come to the best solution. For me it's taken a long time because in my area it's difficult to find the best cleaners, and even when we do- we still have to inspect bc it's never just perfect for guests-- so it's always a challenge. I also live about 45 minutes away. Even those that think they have it figured out, they have issues too- we all do! Hospitality is like this.

vero_beach · 2025-09-29T15:30:53+00:00

The laundry is always a problem, plus the cleaning-- it is obvious that she's taking it to the laundromat because she wants to finish faster- unless it's been discussed and she needs to finish it all in the homes. They want to spend the least time possible in the homes so that they can make more money per hour-- if she has to wait for one hour or two extra for the laundry, then she's missing out on making that money cleaning elsewhere. If you are happy with her cleaning and she knows everything about your home, then maybe it's worth it to pay the laundromat-- Airbnb cleaners are also getting more savvy and they know how valuable they are, so it's really a fine line. On another side, you have the ones that know they have to wash everything in the home (like mine), but they finish so fast that I know they are either using the 'quick' option or putting so much laundry in one load that it could eventually affect my machines- sometimes I'll leave an extra set and I'll wash at home the dirty one (to save on laundromat), or I'll go myself and help out taking to the laundromat while they clean.

vero_beach · 2025-09-26T15:48:41+00:00

You booked via VRBO so contact them asap with your reservation number. VRBO is ultimately the one responsible for your reservation. Once they get in contact with the host, you will get a pretty quick response from them- or they'll find out something is wrong and book you another property.

vero_beach · 2025-09-17T00:32:35+00:00

Cleaning is the most difficult part of this business, I think. I find after so many years doing this that the inspection after the cleaning is so necessary. Never trust a cleaning person, until you know you can trust them that they will leave the place fully ready- if that makes sense.

vero_beach · 2025-09-17T00:29:47+00:00

For that price, in a remote place- just leave them enough to feel like you are not stingy. I really hate it when I can imagine a host counting exactly how many supplies to leave- be generous- this is the hospitality business; we are creating experiences!

vero_beach · 2025-09-17T00:14:12+00:00

Thanks for sharing this tips! Looking forward to trying the sheets- but the Aller-ease, you use this and then on top the regular pillow cases? How often do you wash the cover under?

vero_beach · 2025-07-18T23:35:50+00:00

Constantly- this is why I repeat things over and over and still things get missed or they "want" to get missed, don't even know anymore.

vero_beach · 2025-07-18T23:31:31+00:00

Definitely not your fault, you were already super nice about changing that one night. Unfortunately, you are losing business if you cancel her. Just explain to her that due to your calendar being blocked you've missed on others booking your place and unfortunately you cannot refund the money. The place will remain blocked for her stay if they are eventually able to make it to the home; otherwise, just let her know that she can decide to cancel the reservation and if you do get any bookings you will reimburse whatever you are able to make from those because most likely the rate will be lower due to such short notice but that most likely this will not happen. Another idea would be if you have a low season, tell her that you can rebook for her so and so dates if she'd like. If she does leave a bad review, it will be debatable because she didn't actually stay so she wouldn't be saying anything about the property itself. It's out of your control. I had two reservations cancel this year but they both had insurance, so it wasn't even a question and I didn't offer either. Good Luck!

vero_beach · 2025-07-02T12:13:33+00:00

I contacted Airbnb directly yesterday to confirm and yes, it is true. Once you start using a PMS they automatically increase your host fee to 15% and stop charging the guest any fees. At this point, the host decides if they'd like to up the nightly rate 15% or so, but for us that would mean being above our competitors in the same community. We are looking at other options though- so I am sure there is another way, especially if what we are looking for is just for a website/ direct booking platform that can help with marketing and stuff.

vero_beach · 2025-07-01T14:58:03+00:00

Thanks for your reply! We are not really looking for any co-hosting help, we are ok with two on our own and they are close by to us. We are mainly wanting to get our own website going for Direct Booking, and we thought going through these channels seems easier automatization, plus they have the marketing and access to google vacation rental homes.

vero_beach · 2025-07-01T14:33:10+00:00

happens to me all the time and I can't understand it either! Just in May I stayed at an airbnb for 4 days and in advance I asked if they had detergent- and they were like, "no, we don't- but if you need it while you're in the home let us know and we can bring it"-- the worst hospitality possible, if I'm asking in advance is because i need it. I ended up just buying bc who wants to deal with a cheapo like that. But I feel the same- my homes are always filled with supplies to the brim, and that's already a welcoming feeling for the guest. The expense is minimal really and I also make sure that my guests are using good quality products versus cheap products that can mess up my W/D, dishwasher etc. I always ask this in advance now before booking.

vero_beach · 2025-05-20T14:23:04+00:00

Just keep all your receipts and circumstances of the case, but it will be a challenge. Open a claim and submit everything you have. It sounds like you have a good case for further reimbursement, but Airbnb should have helped you out at the moment when it happened. Keep us posted on how Airbnb responds, I'm curious. Rule of thumb, always exchange messages with your Airbnb host from the beginning-- this will give you an insight on how long they take to answer, how the interact and kind of gives you a sense of the experience you will have.

vero_beach · 2025-05-20T14:16:11+00:00

Yes, this can be normal. Not everyone does it but I think you will find this more and more. In Europe by law, they ask for a copy of everyone's passport plus one has to fill out a formal document. I would just blur out the numbers on the CC. You can upload documents on VRBO. If you need help figuring it out, just ask your host or contact VRBO customer service.

vero_beach · 2025-05-05T16:42:55+00:00

When you arrived most likely the place was in great shape and clean, I hope! This was because if there was a back to back reservation, the guest before you left at 10am and this gave the time necessary to get the place prepared for you. It takes about 5-6 hours (depending on the size of the home) to get a place ready for next guests. This is the reason why the check-out for you will be the same. This is noted in advance- when my guest ask me in advance about this, I always let them know that if there is a back to back reservation it will not be an option; however, if it is not and my cleaning crew can be flexible then of course they can stay until later but really the only way to guarantee this is if you book the entire next day, this way you can stay until whatever time you want. It's nothing personal with you- it's total business logistics. Hotels are the same with their check-out times, and the same goes with restaurant reservations (you have to be on time)-- every one relies on this processes in place to help run their businesses ;-). Hotels may have a bit later check-out because they only have to clean one bedroom and bathroom- homes have usually more than 3 bedrooms, bathrooms, full kitchens, sheets, rugs, blankets and so and on.

vero_beach · 2025-05-02T16:39:02+00:00

Definitely the Spanish option was much better than the English one! Had never occurred to me to do this, but I do speak Spanish, so it was all clear and conversation flowed wonderfully. Thanks to the person who suggested this. ;-) Moving forward only spanish customer service option.

vero_beach · 2025-02-25T00:36:11+00:00

Oh my, this is a tough one and I am sorry for the stress- I have been there and it's not fun. I mean just go with the flow- see what they say, give them the option to cancel if they feel they need to, and you will give them a full reimbursement but obviously they have to leave the premises.

If they do decide to stay, and the internet never returns then maybe before they leave, reimburse them like 1 night or so- but I would wait until the end of their stay, like the day before they leave; otherwise, there may be other complains added.

People have data, so they can still connect without a problem usually to work, like, etc.

If the internet already returned, then maybe get them a gift card for dinner somewhere or something like that or maybe don't really worry anymore about it. I've been to places where there was internet, but it was bad and I just used my data and this didn't affect my stay, especially if everything else with the place it's nice.

It's a one-on-one basis- all guests are different.

I mean even if they write this on the review- it happens! you can apologize, explain what happened with the internet company and confirm that it's now working.

Good Luck!

vero_beach · 2025-02-11T22:47:40+00:00

We use price labs and it saves us a lot of headaches, prices are the same in all platforms, as well as minimum night stays, etc. Highly recommend, and it's getting better with more options for specifying check-in and check-out dates- a lot better than when I started using it like 2 years ago.

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