Guests asking to Cancel due to Bad Weather?? Here’s a script…

[Mary Beth Blackwell]

I’ve been hearing host mention guests are reaching out to rebook or cancel their reservations due to bad weather. 

Some hosts are asking for advice on how to handle… 

If this is you, here’s a script I use…. you may want to wordsmith it to your style.

Cancellation/Rebook Request Script
1: Ask guest if they purchased travel insurance.

2: Yes? Great, they can cancel and rebook with no cancellation fees.

3: No? I’m really sorry but we highly encourage purchasing travel insurance in the event your trip is interrupted by a flight cancellation (..or, whatever is causing the interruption). We’re still open and able to accommodate you. Unfortunately, cancelled flights aren’t considered an extenuating circumstance by Airbnb to refund you 100%. You’re welcome to cancel but we will have to stick with our original cancellation policy since we are still open. 

Good Luck and Happy Holidays, BP!

[Dave Stokley]

Good stuff, I like the travel insurance opening question!  But I would personality not try to explain/interpret airbnb’s extenuating circumstances policy because it is THEIR policy and not up to you to interpret. If the cancellation falls outside YOUR cancellation policy then I’d just refer them to Airbnb and say “you will have to discuss with Airbnb customer service whether this falls within their extenuating circumstances policy.”