Guest requesting full refund due to rain

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Guest requesting full refund due to rain

Mindy Nicol
Realtor · St Augustine, FL · Member since 2023 · 111 posts · 87 votes

A guest just contacted me asking for a full refund for her week’s stay. She was due to arrive today. She claims there is rain in the forecast for the next 5 days and also that it is too dangerous to drive. My cancellation policy is moderate. I don’t see any rain in our area today when she was planning to drive. No tropical storm, cyclone or state of emergency has been issued. There are really just a couple of rainstorms moving around the state at the moment. I personally have no problem driving in the rain if there was any. I don’t understand why she would cancel an entire 7 night stay when the rain may happen in a short period. I don’t know if she has travel insurance but will ask! Any other tips for this? 

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John UnderwoodPro Member
Investor · Greer, SC · Member since 2014 · 13k+ posts · 17k+ votes
2y

Tell her you can't control the weather. 

Refund the cleaning fee. 

Tell her that if she cancels and it rebooks for all of her days you could do a refund then..

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  • Theresa HarrisPro Member
    Member since 2019 · 15k+ posts · 11k+ votes
    2y

    You are out a booking for a reason that is weak at best.  I wouldn't give her a full refund.  Is there any chance you can find someone else to rent it for part of that time?  Unless there was a hurricane or tropical storm, I'd refund her the cleaning fee, but I'm not sure what I'd do about the rest other than definitely not a 100% refund.  Ask her about travel insurance and then make sure you block her from ever booking with you again.

    4Reply
  • Chris SeveneyBusiness Member
    Moderator
    Investor · VA · Member since 2015 · 21k+ posts · 19k+ votes
    2y

    @Mindy Nicol

    Rain is not an excuse imho unless it’s a national emergency. She can’t go for some other reason and is making every excuse in the book

    I would let them know there is no refund but we will try and rent it and if we do credit that amount.

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  • John UnderwoodPro Member
    Investor · Greer, SC · Member since 2014 · 13k+ posts · 17k+ votes
    2y

    Tell her you can't control the weather. 

    Refund the cleaning fee. 

    Tell her that if she cancels and it rebooks for all of her days you could do a refund then..

    10Reply
  • Russell BrazilBusiness Member
    Moderator
    Real Estate Agent · Washington, D.C. · Member since 2012 · 17k+ posts · 30k+ votes
    2y

    Send her this gif

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  • Erica Calella
    Investor · Member since 2024 · 77 posts · 105 votes
    2y

    If the booking is non-refundable per your cancelation policy, then I would not refund anything but the cleaning fee. If you open up the schedule and another guest books, then I agree with @Chris Seveney that a credit (assuming the new booking is at a discounted nightly rate) would be more than generous and also lets her know that you are a reasonable host if she does decide to book again in the future.

    It just feels odd that she would be contacting you the day of check-in to cancel due to the weather, when she could have communicated this days ago. Sounds like something else may be up, but either way I don't think you should have to take the loss here.

    7Reply
  • Nathan GesnerBusiness Member
    Moderator
    Real Estate Broker · Cody, WY · Member since 2010 · 28k+ posts · 41k+ votes
    2y

    Stick to your cancellation policy. I hope you have one.

    I don't give refunds for acts of God that are beyond my control, especially when they haven't even taken place yet!

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  • Bruce WoodruffPro Member
    Contractor/Investor/Consultant · San Diego / Phoenix · Member since 2021 · 12k+ posts · 15k+ votes
    2y

    This is the most ridiculous cancellation excuse I ever heard of. I wouldn't even return the cleaning fee to be honest, I'd politely, or maybe not so politely, tell her to go pound sand..

    Rain. Really? 

    5Reply
  • Collin HaysBusiness Member
    Property Manager · Gatlinburg, TN · Member since 2020 · 3k+ posts · 4k+ votes
    2y

    Sometimes travelers get the roles of various entities mixed up.  You are a host, not an insurance company. You are not a guarantor of weather, peoples' health and welfare, or unthinkable tragedies, just like the guest isn't responsible for the duties and obligations of owning a rental.

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  • Jay HinrichsBusiness Member
    Real Estate Consultant · Summerlin, NV · Member since 2014 · 45k+ posts · 66k+ votes
    2y
    Quote from @Bruce Woodruff:

    This is the most ridiculous cancellation excuse I ever heard of. I wouldn't even return the cleaning fee to be honest, I'd politely, or maybe not so politely, tell her to go pound sand..

    Rain. Really? 


    this is the exact reasons I only stay in Hotels and will only do STR as an absolute necessity.. I can cancel within 24 hours and full refund or actually my card never gets charged.. My trip to Montana next week is facing the same thing I had to rent a little house there and of course would you not know it but snow in the forecast and so being on the lake is going to be freezing $ss . I will still go and hope the weather man screwed up some. and in the mountains of the west you know how changeable the weather can be.. :)  If there was a motel/hotel there I would have booked that with the cancellation policy  and probably post poned this trip a week. Of course i understand not everyone can just change dates like I can based on their job..
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  • Michael BaumPro Member
    Olympia, WA · Member since 2016 · 8k+ posts · 7k+ votes
    2y

    Hey @Mindy Nicol, I agree with everyone else. You can't control the weather and this sounds like a them problem.

    We have had guests try and cancel due to smoke from forest fires. The fires were quite far away, some in BC and others much farther south of us.

    I didn't refund them at all either. I have no way to control forest fires and there is always a risk. They showed up and had a great time as the smoke wasn't as bad as they thought it was going to be.

    5Reply
  • Lauren Kormylo
    Rental Property Investor · Phoenix, AZ and Rehoboth Beach DE · Member since 2019 · 1k+ posts · 1k+ votes
    2y

    Rain is a ridiculous reason to cancel.  Can't she come up with something better than that?  Stick to your policy and don't refund except for the cleaning fee.  

    2Reply
  • Erica Calella
    Investor · Member since 2024 · 77 posts · 105 votes
    2y
    Quote from @Jay Hinrichs:
    Quote from @Bruce Woodruff:

    This is the most ridiculous cancellation excuse I ever heard of. I wouldn't even return the cleaning fee to be honest, I'd politely, or maybe not so politely, tell her to go pound sand..

    Rain. Really? 


    this is the exact reasons I only stay in Hotels and will only do STR as an absolute necessity.. I can cancel within 24 hours and full refund or actually my card never gets charged.. My trip to Montana next week is facing the same thing I had to rent a little house there and of course would you not know it but snow in the forecast and so being on the lake is going to be freezing $ss . I will still go and hope the weather man screwed up some. and in the mountains of the west you know how changeable the weather can be.. :)  If there was a motel/hotel there I would have booked that with the cancellation policy  and probably post poned this trip a week. Of course i understand not everyone can just change dates like I can based on their job..

    I respect your personal choices, however I can't imagine ever going to somewhere like Montana and making the decision to stay in a hotel over a cabin rental. Plus many hotels in the more nature-y places have non-refundable policies in place anyway and their rates are just as high. Travel insurance exists for a reason.

    This is me speaking from experience as a guest and not a STR owner.

    1Reply
  • Andrew SteffensBusiness Member
    Tampa, FL · Member since 2022 · 3k+ posts · 3k+ votes
    2y

    Rain in Florida in Summer, who would have thought it?

    I have gotten 1 star reviews for the same thing!

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  • Jay HinrichsBusiness Member
    Real Estate Consultant · Summerlin, NV · Member since 2014 · 45k+ posts · 66k+ votes
    2y
    Quote from @Erica Calella:
    Quote from @Jay Hinrichs:
    Quote from @Bruce Woodruff:

    This is the most ridiculous cancellation excuse I ever heard of. I wouldn't even return the cleaning fee to be honest, I'd politely, or maybe not so politely, tell her to go pound sand..

    Rain. Really? 


    this is the exact reasons I only stay in Hotels and will only do STR as an absolute necessity.. I can cancel within 24 hours and full refund or actually my card never gets charged.. My trip to Montana next week is facing the same thing I had to rent a little house there and of course would you not know it but snow in the forecast and so being on the lake is going to be freezing $ss . I will still go and hope the weather man screwed up some. and in the mountains of the west you know how changeable the weather can be.. :)  If there was a motel/hotel there I would have booked that with the cancellation policy  and probably post poned this trip a week. Of course i understand not everyone can just change dates like I can based on their job..

    I respect your personal choices, however I can't imagine ever going to somewhere like Montana and making the decision to stay in a hotel over a cabin rental. Plus many hotels in the more nature-y places have non-refundable policies in place anyway and their rates are just as high. Travel insurance exists for a reason.

    This is me speaking from experience as a guest and not a STR owner.


    I respect the owners rights to not refund.. but once you know those policies then one is free to explore other accommodations in case of weather and or their refund policies. all hotels are not the same especially if your a premier guest like I am.
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  • Sarah KensingerPro Member
    Real Estate Consultant · OH · Member since 2023 · 2k+ posts · 1k+ votes
    2y

    Ask the guest...."Did you purchase travel insurance when you booked your stay?"

    More than likely, you'll be told no.

    "I'm sorry to hear that, but we have set the best cancellation policy set by Airbnb in order to be flexible for the guest, but also for us as small business owners."

    If they say yes, they did purchase travel insurance, she can run it through them. 

    BTW this wording comes from Thanks for Visiting located in Columbus, Ohio. They talk about how to handle situations like is on their social media accounts often. It works a decent bit for them, and we have used it in the past with success as well. 

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    2Reply
  • Jay HinrichsBusiness Member
    Real Estate Consultant · Summerlin, NV · Member since 2014 · 45k+ posts · 66k+ votes
    2y

    looking at the news I can see why someone would not want to drive to FLA now.. it is more than afternoon thunderstorms.. and sounds like travel insurance ( which I did not know you can get for airbnbs ) would be wise if its a big price for the stay.. 

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  • Sarah KensingerPro Member
    Real Estate Consultant · OH · Member since 2023 · 2k+ posts · 1k+ votes
    2y
    Quote from @Jay Hinrichs:
    Quote from @Bruce Woodruff:

    This is the most ridiculous cancellation excuse I ever heard of. I wouldn't even return the cleaning fee to be honest, I'd politely, or maybe not so politely, tell her to go pound sand..

    Rain. Really? 


    this is the exact reasons I only stay in Hotels and will only do STR as an absolute necessity.. I can cancel within 24 hours and full refund or actually my card never gets charged.. My trip to Montana next week is facing the same thing I had to rent a little house there and of course would you not know it but snow in the forecast and so being on the lake is going to be freezing $ss . I will still go and hope the weather man screwed up some. and in the mountains of the west you know how changeable the weather can be.. :)  If there was a motel/hotel there I would have booked that with the cancellation policy  and probably post poned this trip a week. Of course i understand not everyone can just change dates like I can based on their job..

    What hotels do you stay in? I never get full cancellation up to check-in!

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    0Reply
  • Michael DiossaPro Member
    Investor · RI · Member since 2023 · 191 posts · 163 votes
    2y

    I'd refund the cleaning fee.

    1Reply
  • Jay HinrichsBusiness Member
    Real Estate Consultant · Summerlin, NV · Member since 2014 · 45k+ posts · 66k+ votes
    2y
    Quote from @Sarah Kensinger:
    Quote from @Jay Hinrichs:
    Quote from @Bruce Woodruff:

    This is the most ridiculous cancellation excuse I ever heard of. I wouldn't even return the cleaning fee to be honest, I'd politely, or maybe not so politely, tell her to go pound sand..

    Rain. Really? 


    this is the exact reasons I only stay in Hotels and will only do STR as an absolute necessity.. I can cancel within 24 hours and full refund or actually my card never gets charged.. My trip to Montana next week is facing the same thing I had to rent a little house there and of course would you not know it but snow in the forecast and so being on the lake is going to be freezing $ss . I will still go and hope the weather man screwed up some. and in the mountains of the west you know how changeable the weather can be.. :)  If there was a motel/hotel there I would have booked that with the cancellation policy  and probably post poned this trip a week. Of course i understand not everyone can just change dates like I can based on their job..

    What hotels do you stay in? I never get full cancellation up to check-in!

    I stay in Hiltons  Marriot etc..  and booked one today in fact  you pay 5 bucks more a night and that allows you to cancel within 24 hours of check in.. U may want to try it and book a room and see for your self.. so for my trip to DC 3 nights cost me ( actually just checked) it was 60.00 extra 20.00 per night for 24 hour cancellation and half of  that for 5 days..  I get the travel insurance though when we cruise and those are usually 20k plus trips I always get trip insurance and medical.. but like for this Montana 3 night next week its 600.00 bucks so if I dont go big deal..  and I know there is some form of cancellation but not this close to the stay and If I could i would postpone 2 days so the first day of fishing is not in snow flurries :)

    the other major issue for me is POINTS  i earn enough points each year to get 10 to 14 free nights .. like in Puket  or last fall in Lisbon or a few years ago the Hilton Wikaloa on the big island and they upgraded us to a suit that was easily a 7 to 8k perk all for free.   I figure we save 5 to 10k per year if I had to buy a room or rent an airbnb.. All for free.. And I know what to expect etc..  but I get it for families with kiddos its basically the way to go..  my kids use them all the time with their kids.. We rented one on Lido island last X mas  it was OK.. but being the grand parents we just snag the Master and let everyone else figure it out..  But if they are smaller units like Condos i wont my own place .. 

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  • Alan AsriantsBusiness Member
    Real Estate Agent · Philadelphia, PA · Member since 2019 · 1k+ posts · 1k+ votes
    2y

    You should have a strict policy in place

    For example:

    Within 3 days of booking they can cancel with full refund

    Anything after they can get half of their refund back

    Or they pay extra to get a free cancellation policy. 

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  • Ned J.Pro Member
    Investor · Manteca, CA · Member since 2017 · 1k+ posts · 2k+ votes
    2y

    Cancellation policy should be in place and stick to it. That's why you have one.

    Unless its a natural disaster, there should be no deviation from your cancellation policy. 

    0Reply
  • Jay HinrichsBusiness Member
    Real Estate Consultant · Summerlin, NV · Member since 2014 · 45k+ posts · 66k+ votes
    2y
    Quote from @Alan Asriants:

    You should have a strict policy in place

    For example:

    Within 3 days of booking they can cancel with full refund

    Anything after they can get half of their refund back

    Or they pay extra to get a free cancellation policy. 


    this would never work for Abnb  
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  • Alan AsriantsBusiness Member
    Real Estate Agent · Philadelphia, PA · Member since 2019 · 1k+ posts · 1k+ votes
    2y
    Quote from @Jay Hinrichs:
    Quote from @Alan Asriants:

    You should have a strict policy in place

    For example:

    Within 3 days of booking they can cancel with full refund

    Anything after they can get half of their refund back

    Or they pay extra to get a free cancellation policy. 


    this would never work for Abnb  

     Anytime I have booked an airbnb this has been an option on some of them

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  • Mindy Nicol
    OP
    Realtor · St Augustine, FL · Member since 2023 · 111 posts · 87 votes
    2y
    Quote from @Alan Asriants:
    Quote from @Jay Hinrichs:
    Quote from @Alan Asriants:

    You should have a strict policy in place

    For example:

    Within 3 days of booking they can cancel with full refund

    Anything after they can get half of their refund back

    Or they pay extra to get a free cancellation policy. 


    this would never work for Abnb  

     Anytime I have booked an airbnb this has been an option on some of them


    I have Moderate set up which is a full refund if they cancel 5 days or more before arrival.  However, guests still ask for a full refund despite the type of cancellation policy you have.

    0Reply
  • Craig Jones
    Member since 2023 · 112 posts · 129 votes
    2y

    I have a strict cancellation policy and put this language in my house rules:

    "Please read and understand AirBnB's cancellation and extenuating circumstances policies. We recommend purchasing travel insurance to protect your funds from the uncertainties of mountain travel, including the possibility of snow storms, road closures, and poor air quality due to wildfires. These are foreseeable events for our area, not extenuating circumstances."

    I keep an eye on the forecast and warn guests about inbound weather, even offering that they can come a day early if the house is available.  But I do not refund, even if the interstate is shut down for snow.  We are open for business unless there is some kind of evacuation order.

    This past winter there was a big snow event that the media turned into an even bigger, scarier thing.  Which caused lots of guests to pursue extenuating circumstances claims, and a bunch of local hosts had cancellations forced on them by AirBnB.  I pointed out my house rules to support and wasn't subjected to that.  I think this event actually caused AirBnB to update their extenuating circumstances policy a month or two later to explicitly state that road closures elsewhere are not an extenuating circumstance.

    Also, if a guest tries to cancel and then no-shows, I contact AirBnB support after the guest hasn't checked in for 24 hours.  Support will reach out to the guest and then process it as a guest cancellation if they confirm they aren't coming.  Aside from opening the remaining days on your calendar, it also prevents the guest from leaving a negative review for sticking to your cancellation policy.

    2Reply
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