Airbnb Cancellation Policy and Alteration Requests - 2021
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- เผยแพร่เมื่อ 1 ก.ค. 2024
- An important video when planning out your airbnb cancellation policies PLUS a cool hack/feature to bypass cancellations if needed. Enjoy
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That tip about changing the dates but keeping the price the same (if a guest leaves early) was genius! 👌
The amount of tips you learn from this guy is beyond amazing. Keep up the good work.
When a guests cancels and wants to rebook when rates are lower, and you (as the host) give them a booking credit is genius. THANK YOU, THIS JUST HAPPENED TO ME.
This was incredibly insightful. I’m getting ready to start my new Airbnb business and found this while doing research. Thanks 🙏🏾
I know this video is a year old but I guess you learn from experience. I had to look it up because a guest booked our place probably as a “back up” plan and cancelled last minute within the cancellation policy. Held up the place for a good month then cancelled 😅 thank you for your content they are very helpful.
Good tips. Very important to make the guest create a new reservation if they're trying to suddenly book for a very long term stay! I haven't had too much trouble with these issues though due to only accepting long term stays so the guests tend to be very reliable
Very informative Sean this is something that only you and you alone can come up with
Thank you for sharing such important topics
Best regards !
Best regards
a lot of great information! thank you for explaining this.
I had someone try to alter their trip to a later day just so they could later cancel without losing any fees. Fortunately I was smarter than her and caught on and denied her alteration. The next day, she cancelled her trip and I got half the amount :)
You're a genius AirBNB Guru!
Very good information Thanks my guy!
Outstanding as usual !
I'm doing moderate. I get plenty of last-minute bookings, like same day, or day before. I had a lot of cancellations in December when i had a flexible policy (also a covid thing), since i changed it to moderate i've only had a few cancellations that were 4 -5 days out, this is fine for us. I stood my ground in January on the covid-anxious guests and zero people had to cancel due to catching covid.
A GUEST CANCEL A RESERVATION 5 DAYS BEFORE ARRIVAL AND DEMANDED AFULL REFUND ,MY PLACE AT WEST YELLOWSTONE .
EVEN IF IT WAS HIGH SEASON , NO ONE JUST WAKE AND THINKS , LET'S GO YELLOWSTONE . PEOPLE PLAN FOR IT MONTHS IN ADVANCE . I WAS THE ONLY UNIT IN THE AREA BUT NO ONE BOOKED , SO , YOU HAVE TO GO STRICT ON CANCELLATION POLICY .
Good stuff to know. Thanks Sean.
WOW! This was informative!!!
Great advice!
Thanks for always dropping the knowledge bombs (and nerd tips 🤓) on us, Sean. Really appreciate all of your content!!!
Hi Sean! I recently had a group of 4 guests that booked my place for a week. Everything was going fine until the night before of their check out, she decided to break my house rules and had an event in my place where an additional 9 people came into my property. I called Airbnb and reported the issue and the guest told them that she was just having dinner with her family but the additional guests did not leave my property until 1:40am. I took a video of the amount of people leaving the apartment as well as the empty cases of beers left behind. Would you like to advise on how to handle these types of issues. Thank you!
Great information.
learning this now as i am new to it, I am from trindad and normally people book in advance since oct/nov...I messaged the person no response or anything so i changed my to moderate and she showed up last min lol
Thanks, Sean! Amazing content as always
Do you have a PDF of your house rules, I was unable to get the link from your April 15, 2020 video.
Thank you
Hey Sean, very cool to see you discussed the question I asked in this video- now I really feel like I'm part of your "Airbnb family"😁. And thanks again for your quick response when I asked the question. By the way, the final outcome is that another guest booked this house for a 3 day weekend at $300/night, so the net result is $800 of extra revenue net of the $100 I refunded to the original guest. 💪
Hey Shaun, does Airbnb currently have an insurance policy available like VRBO? Do they also have contract uploads for monthly rentals? Are they also allowing the host to book on the platform using Zeus corporate rental? I ask because I've have a one year rental and haven't been on the platform.
Thanks in advance
Excellent thx
We have strict and non refundable now. Do you use that? or just the strict policy??
Making my cancellation strict will affect the positions of my listing in any way? Or just get less booking?
Can I please get any advice on how to get info about how accommodated or empty are competitor airbnbs are? like percentage of accommodation for an entire year, and individual months, with their pricing.
I have a desire to rent a place and welcome tourists, but I really have no idea if there is enough demand in the area. how to research?
Thank you for all the information you're sharing it really helps a lot especially for people like me that are fresh in this business!
I’ve had better luck ever since using the moderate-with-non-refundable option. I haven’t had anywhere near the number of clueless guests fighting the refund policy and making up stories about deaths in the family. I feel like it makes them read the cancellation terms and actually choose which one they want, which prevents them from being surprised when they cancel closer to the reservation date. But who knows…could just be a good lucky streak of good guests lately.
Hello, thank you for all the explanations, it is appreciated. I've been on Airbnb for 12 years and at the moment I'm in Turkey where I had a very bad experience. I had taken long-term accommodation in Istanbul, but there were problems: clogged pipes, bad smells, there was a lot of noise at night, and the guesthouse did not meet Airbnb criteria at all.
After a while I couldn't sleep at night because my room was near the door and the noise was so loud, so I decreased the days of my reservation, I went through Airbnb to ask for a refund, they told me that I didn't have enough evidence for the noise, bad smells and blocked pipes, and I was not reimbursed about 600 Canadian dollars. Afterwards I wrote a review and it was deleted supposedly because I didn't have enough evidence. I'm a host myself and have traveled with Airbnb for over 10 years, never had a problem like this. This experience showed me that sometimes the Airbnb staff is not really close to travelers. My review would have helped travelers
Hi Sean, we’d like to ask you one question further. So say someone books your place last minute and holds your calendar, but their payment is “awaiting payment” because their card got declined for whatever reason. When the time comes for them to check in they miss their reservation, but then don’t pay, Is the host entitled to some type of compensation since the airbnb calendar was reserved?
No
Should I let guest get Amazon packages delivered?
Man thanks for sharing all your great knowledge. Man did you have properties in Tulum? I hear you talk about it couple of times
I don’t! I’m prospecting Mexico City though
I do have 3 properties in Tulum...nice spot but competition is high.
@@juntamomonari2002 for how long you have been with properties in Tulum? I want to start with one there
Super strict 30 and 60 are not offered tI me on my property. Do i have to call to ask for that now?
Awesome content as always. Thank you for all you do. Love the painting, any videos on DIY decor on STRs
Thanks
Love the videos! Been watching before the pandemic. Would you mind doing a video on Airbnb experiences?
Hey your 1 on 1 call link is not working, is that service not available anymore?
You mention squatters? In my area rents are alike 2500-3000 a month. I rent my str Nov to March 12 to 14 k a month 14 for one month 12 for more then 2. All paid in advance and usually on vrbo or cash in advance from past guests.
If your prices are to low you’ll get trailer trash. If you want to eliminate partiers do 3 day min stays. You won’t book as much but you’ll get along with your neighbors better and the home won’t have all that wear and tear.
I do homes and do own the property and thats-that. It works for me in Palm Springs ca area. Btw. April is 40k. Thank you Coachella and stagecoach.
What do you do when airbnb violates their own policy and you appeal it and show them in black and white citing their own policy, my policy and all communications, no room for negotiation, as clear as day, and they still hold their ground and refuse to pay out according to my cancellation policy in the absence of any extenuating circumstance
I recently had a guest where they canceled their stay meanwhile on the property!! And it became a mess with airbnb and come to find out the guest was a host himself... Such a jerk. Unfortunately I didn't review him to make other hosts aware of his behavior... Learning so much more now
It’s well known in the Airbnb community amongst experienced hosts that the WORST guests tend to be other hosts. And they tend to always start the conversation with “I’m a superhost” to qualify themselves. And they will always send feedback on what you’re missing with “as a superhost, I think you need to do blah blah blah”
I have had so many of these experiences that I think I will stop hosting them. Oh and superhosts are the WORST. They are so self righteous. I’m a superhost but I never behave that way in someone’s else’s home. I express gratitude. Not arrogance
@@sean4060 Great observation! My experience with Superhosts is that they're "white gloves", quick to complain about the level of cleaning. They're so used to scrutinizing their own property, that's what they do in my home instead of enjoying the World Class View.
So when a Superhost books, I politely express that concern. I mention that I live there when not booked, it's a large home with a low cleaning fee that doesn't cover actual cost of cleaning, so if they are Very Particular about cleanliness then I suggest booking a different home.
@@Lukas_AZ
You set the rules. Although I’d rather pay more for cleaners and get a good cleaning. It’s worth it because you can just increase your cleaning fee. I often incentivize mine. I give them a bonus of $40 each time I get a 5 Star rating for cleanliness. Since I’ve began doing that , I very very rarely get less than 5 star
I had a client who is an AirB&B host herself. She booked three people for two weeks. We charged an additional $20 per night for the third person. There is a Murphy Bed on the property. They snuck her boyfriend’s teenager into the apartment and he slept on the couch. I found out about it and asked them to pay the additional fee, and they balked. I told them I would take the additional fee out of their initial security deposit. Does AirB&B have a policy on guests who sneak other guests or animals into the building w/o the owner knowing?
Airbnb told me directly that i was charged 15% fee (instead of 3%), because i had a strict policy, during a 2 week fight with support for overcharging me on fees.
Hi. Your service fee percentage is not based on the cancellation policy. If your listing is software conected, that must be the reason. Hosts that are software connected are opted to Host-only fee. It's mandatory for software connected listings, and range of service fee will be 14-16%. Hope this helps.
@@catherinevillaroman8368 Read the policy closer. Software connected hosts that are in certain regions are charged the fee. The US IS NOT one of those regions, therefore US-based hosts are not charged this fee. This was confirmed during my 2 week fight with them.
I had a question about a guest that is threatening to steal stuff and blackmail with a review since they are not getting their way with additional discounts
I've had the extension scam happen a couple times. Shame on Airbnb for letting them do this without confirmation of payment. They just say "there was a problem", but that shouldn't be *my* problem. Airbnb gets paid billions of dollars to provide this service. They need to step up their game and not push back on property owners when they mess up.
On one out of two, Airbnb ended up paying for it. The other one they just shrugged and they got away with it, on my dime.
Sean I’d like to hear your thoughts on the refugee program?
I wouldn’t call it a “program” but a marketing campaign.
Why don't you mention the new "firm" policy?
Airbnb unilateral reservation alterations...We had a guest book a two week, $3000 stay. On the day after check in, I received an email from Airbbn saying that the guest reservation had been altered and they were checking out that same day. New payout was $200. The guest would not tell me why they had altered the reservation, and Airbnb absolutely refused to give me any reason why they made the unilateral decision to alter the reservation. I'm beyond upset about this. Is there any recourse? Has anyone else had this happen to them?
Sean, So if we do get a squatter. What action would you suggest to take? One of my guest wanted to book for 52 days. I denied it😳
make your maximum stay length shorter for a start.
We have rules that dont allow dogs. We had a guest bring in 2 dogs. My property manager is afraid to say anything because of a bad rating. Do we as owners have any leverage when a guest breaks a rule and they leave a bad review because we assess them a extra cleaning charge?
Make sure it’s in your house rules along with the fee if guest break the rules. Air bnb should honor.
I had a crazy scenario where Someone canceled the last 13 days of their 95 days state And when it asked me to accept alteration It gave me another payout of $10.400 for no reason I'm not sure why this happened does anyone know Then airbnb called me and asked me if I would return the money I asked them if I'm required to they said since it's in my bank account already I'm not required to Yeah so my guess this probably going to try to fight it out if airbnb doesn't want to give them the money back they will probably make a dispute on the card once that happens do you guys think they will pull the money from airbnb and will airbnb pull the money from me or will they let it be
we do not get full refund.airbnb keeps their booking fee.
I have some way bigger if some gets killed in your Airbnb from Airbnb letter head
I really enjoy your content, I've been doing this almost as long as you but mine just went to one month to 6 months immediately. That is not only my zoning but my draw to market. I refer people to your channel because you are awesome! Thank you! @}--,-'---
Where is your AirBnB located?
@@JakerreahW I'm west of Denver CO
I will never use Airbnb again. After 36 stays since 2013.
Sean, what happened ?
I just had a guest ask for an alteration. I have a strict policy. They asked for the alteration the day before check in. The new date is 10 days out so they still wouldn't get a full refund if they were trying to scam. I could have said no to the alteration since it would be hard to fill the unit in such a short notice and I am losing $1000 for the difference in the booking, but I was worried that they would give me a poor review, so I acquiesced. What do you think about that, giving up the $1000 so as not to get a possible bad review? Thanks
What happened Sean ?
Strict should be illegal.
I've had a few guests try the alteration extension trick to cancel their reservation with no success. What usually happens is, the guest holds the dates hostage anyways, reports the Airbnb payment as a fraudulent charge to their credit card company, and gets their money back. Their Airbnb account is then suspended, but the people that do this have always had a relatively new account.
So how do you hedge against this? I spoke to Airbnb support recently and they told me of you continue to deny booking request from people with zero reviews or who are new, Airbnb will ding you for that and you will not be shown as much on the platform, even if it is stated in your terms/rules that you don't allow new guests to the platform or guest with zero reviews to book. Now I've had to resort to allowing non optimal guest to book my space just so Airbnb doesn't ding me
I have a question ? what if someone books and visits to preview there stay, then they do book it it is confirmed by Airbnb but the guest is not the same person paying for there stay... Cheers
Why are they coming in person to see the place? Something's not right.🤔. The payment part was not a flag but the preview in person. If they don't have reviews and recently joined I might be cautious.
@@bernies183 They viewed they stayed and they were good guest. It just seems odd how they went about the stay, it seemed it may have been a sponsership from another country senario.
@@SoultimacysPublicationHouseEtc Perfect I'm glad it worked out🤗🤗🤗! I also had 2 stays that were suspect but they end up being great guests as well.
Hey Sean, I keep getting rejectd by insurance companies in Canada. They all say I have to own the house, but I'm doing airbnb rental arbitrage. How do I get insurance? I've been rejected by 35 insurance companies.
We currently have a guest in our home who has paid for a month already. They would like to stay a total of 6 months, how do I extend their stay in the platform? What is important for me to look at, etc?
Thank you
Be careful. Assuming you're in the UK (if not, then disregard this advice), as soon as they stay for 30+ consecutive days, they acquire full tenancy rights by law. And because you have no tenancy contract in place, you have very little in the way of rights on your end if they choose to change the locks, refuse to pay and refuse to leave. 'Squatting' in a commercial property isn't a crime in the UK, and airbnbs are commercial properties, even if they are within residential block of flats. If someone wants to stay in your property for 30+ consecutive days, always protect yourself and get a tenancy contract, a months deposit, an employment check, credit check and consider asking them for a guarantor as well. And notify the council that for the period of this tenancy, your property will now be residential. It's a lot of work, but this protects you financially and legally.
As I got the end of the video, he actually touches on this, although the US is slightly different with how this situation works
@@cragens
I found a bat usually makes them want to leave
@@sean4060 In a fantasy world, sure. In the real world, they have the door locked, call the police when you arrive and you get arrested for a criminal offence. The police won't help you with your situation though, because what they're doing is only a civil offence. Turning up to situations with a baseball bat might have worked 50 years ago, but that's not the modern world.
@@cragens
Maybe to the average person. There’s a smarter way of handling it. Hint: don’t do it at the house. Somewhere else. I know through experience
I’m missing the car at the bottom of the videos
SEEK ME.
CALL ME.
LETS GOOOO!!!
Let’s build Heaven.
🙌🙌🙌🙌
Good morning Sean, this is jesus Amaya , one of your followers , because of all your videos and information , one year ago i put one of my properties on airbnb and this year on June i put another one, thanks for all your help and advise, now i want to put another one but i want to put it in a different account , i called airbnb and they said i need a different phone number . please let me know if it is another way to do thaT WITHOUT have another phone number , Thanks . look forward to hear from you . happy holidays.
If Airbnb is requiring a unique phone number to make a unique account; you may be stuck on that detail. You can list your current number as an additional phone number on the new account.
@@AirbnbAutomated Thanks Sean, I really appreciate for your advise. I only have one phone number and i really don't want to buy a new one number and have those new expenses every month for the new phone. i was thinking in make for every two houses one account but in the future for 20 houses on airbnb i will need 10 different phone numbers. it don't make sense.
No one who loves money can be judged innocent; his efforts to get rich have led him into sin. Many people have been ruined because of money, brought face-to-face with disaster. Money is a trap for those who are fascinated by it, a trap that every fool falls into.
Sirach 31, 5-7
If I had a love for money I would seek to hoard it. Not teach my means to my own detriment.
Proverbs 11:27
Hi can you please tell one very important question
. I have little fun story
So I rented private room! Listing type private room
One women booked she come and she made mistake she thought she will have entire apartment.
She say how you not shame give me this small room
Yes bedroom is small and we put we have shared living room
Living room is big of course she didn't read its shared Living room and that she book only private room
So here is fun part she was of course very disappointed and eventually she say ok I go away don't take a keys, take all her luggage and go away
Fun question is can I assume she cancelled reservation? After careful thinking seems no
I even recorded audio all she said so thinking if she make some BS I have proof she left.
But fun question is do I have right record in my home Living room it was not mentioned I have audio recording in listing. I didn't ask her permission but not sure I should
Because yes 90% people lying
Now big question can guest return even after he refused check-in basically I was there spent my time etc
Maybe tomorrow I have flight and I'm not able check-in should I be there wait her 14 days?
Actually airbnb support told guest have 24h to check-in after this he have no rights.
Watching your video your opinion was that guest can come any time if he didn't cancelled officially from airbnb
And if guest want yes he can do it just to make some bs don't cancel so you not able to rerent and in case of private room I would feel very uncomfortable if she came back
So this is fun question if guest didn't check-in on day of check-in plus 24h can he still come later or no?
Sean, how do you mitigate against the guest who doesn't cancel (as in your example around 12:00 min mark) yet doesn't check in then decides to just wreck you on reviews? I've been wrecked by guest trying to "get back" at me for asking them to pay a penalty for breaking house rules such as smoking. I know once you have many great reviews the bad ones become less significant but starting out every bad one hurts. I can see guest using the fact that you don't refund them for a canceled reservation as an opportunity to just go through with it and wreck you on the review. So the opportunity cost then gets skewed.
At some point I read that a review can be removed if it was determined that the guest never checked-in. They are supposed to hit the checkin button on the app when they arrive to prove they checked in. Otherwise the review is invalid and can be contested. I haven’t experienced this or tried it with fighting to have bad reviews removed, but my fear is the same as your fear.
Has anyone tried contesting the guest reviews, especially, when guest have not entered apartment yet on the day of the booking though? Or for any other circumstanses for that matter. Happened to me, that I caught a guests behind the door violating the rules before even entering the apartment, so I had to cancel the reservervation based on that. The person who booked the place for one and came to take the key from me, later hid the key outside the building for two other ppl, that were not on the listing to enter the apartment. I caught them right there, putting in the keys in the door. Called Airbnb and asked to cancel. They refunded the money fully to guests and still gave him the opportunity to review me. I can only guess, its going to wreck my super host status.
My comment keeps getting deleted and I'm not sure why
Strange… are there links in the comment?
@@AirbnbAutomated initially, yes. so after first deletion, I reposted without links, but it got deleted a second time. was sharing the message template I use to deter refund requests. no big deal, just thought it could be helpful to other hosts watching this vid
I have link sharing automatically blocked and the algorithm might’ve assumed your others were spam
1:41 - wrong. any guest can provide a photo of a positive covid test and cancel at any time, the day of the reservation if they want, and get a full refund. note I said a photo of a positive covid test, it’s not like air bnb does an audit to make sure it’s legitimately the guest test result
No offense but your entire video is a waste of time. Guest can cancel any rime if they show air bnb a positive covid test. I could have done this video in 10 seconds