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[dryquality1132]

We have a guest that booked a stay for a week and they are asking to leave two nights early and for a refund for the two nights they will not be staying. They said they got a call from a family member who got injured last night and so they are heading back home and wondering if we could refund them the one night they are not staying now.
 
We haven’t had this type of request until now and I need advice on what to do. If we say yes, the refund would be about $300 and we would most likely not fill the empty days until the next stay. If we say no, are we being asshole hosts over $300?

[CEOofFUN]

We had to leave our ski trip a day early this past winter. I did not ask for a refund and just explained my daughter was not feeling well. We didn’t get a refund (and didn’t expect one. I knew the rules). But the host offered us a free day should we book with them again. That may be a good option for you to offer.

[ChrisFromTheOC]

While i'm not generally one to make concessions for a policy which is listed in the TOC of the booking and for something which there is trip insurance for, making an offer of a free night in the future is a good way to show the guests you are trying to help them out without losing out.

[MIAFlyer]

“Thanks for letting me know you’ll be leaving early. Please be sure to follow the normal check out procedures when you leave.”

[REV17k]

I try to kindly let the guest know that they agreed to the cancellation policy when they booked. When a guest cancels and asks for a refund they’re asking for money out of your pocket to arrange their schedule. I do offer to refund them SOME if they nights canceled if they rebook. Once another guest books and stays and it all goes well I refund the canceled guest those nights (but it depends on the price that the new guest got, I often lower the nightly rate to get someone last minute as we get a fair amount of people passing through who usually aren’t an issue).

[PicturePerfect]

The few times guests have asked to leave early and hinted at a refund, I have told the guests to cancel the booking and Airbnb will refund per the cancellation policy . You can’t give them an answer as to how much . The dates will go back in the calendar and hopefully get rebooked . If you are feeling generous you can always refund them money after the dates are booked . You are not obligated to give them anything on top of what your policy indicates.