When you confirm you'll host someone, they're trusting you to take care of their needs. That's why it's important to make sure you are able to commit to a guest, before accepting a reservation.
If the unexpected happens and you can't avoid cancelling a confirmed booking, follow these guidelines:
- As soon as you understand that you have to cancel, let your guest know right away. This will give them as much time as possible to find new accommodations.
- Be empathetic when you tell your guest that you need to cancel, and do it with a kind, thoughtful tone. You'll need to cancel the reservation within Airbnb to initiate the refund process.
- If you know other hosts in your area, consider asking them if they can accommodate this guest’s trip and offer to make an introduction.
Of course, hosts always decide who stays in their space. When there is an extenuating circumstance or a safety concern, we may make an exception to host cancellation penalties. In such cases, hosts should select the Extenuating Circumstance option when canceling the reservation.