In the past year, we recorded 1,681 canceled bookings in Flat Manager. As you can guess the main reason was Covid-19.
The most common question we received was: "Can you give me my money back?". In a large percentage of cases, guests were entitled to a refund due to canceled flights, closed borders and other circumstances beyond their control. There were, of course, other reasons that they cited. Some of them not particularly well founded, but creative.
We thought it would be useful for you as owners to explain and systematize when and under what circumstances a refund should or can be made for a paid but unfulfilled booking.
Eligible reasons for travel refunds listed in Airbnb policy
- The host is not engaged or does not respond in a timely manner Canceling your guest's reservation at the last minute, not responding to their messages, or failing to provide accurate check-in instructions will likely result in the reservation being canceled with a full refund.
- The apartment is not safe or clean The property must be ready for guests at the established check-in time - sheets changed, cleaned, washed and stocked with necessary supplies.
- Inaccurate description of the property on the platform It is important that the available spaces and amenities that are offered are accurately described - whether the rooms or part of them are also used by other people, what is the exact number of bedrooms and beds, that the described amenities are actually available. The description of the property, its layout and location must be as accurate as possible.
- General problems during the stay Lack of hot water, non-working basic appliances, problems opening windows and doors are good reasons for guests to ask for their money back.
Setting cancellation policies
Airbnb provides several cancellation policy options. The main ones are:
Flexible
- Free cancellation up to 14 days before check-in.
- For reservations made less than 14 days before check-in, free cancellation within 48 hours after booking, up to 24 hours before check-in.
- Guests can then cancel up to 24 hours prior to check-in and receive a refund of the nightly rate and cleaning fee, but not the platform service fee.
Moderate
- Free cancellation up to 14 days before check-in.
- For reservations made less than 14 days before check-in, free cancellation within 48 hours after booking, up to 5 days before check-in.
- Guests can then cancel up to 5 days prior to check-in and receive a refund of the nightly rate and cleaning fee, but not the platform service fee.
Strict
- Free cancellation within 48 hours as long as the guest cancels at least 14 days before check-in.
- Guests can then cancel up to 7 days prior to check-in and receive a 50% refund of the nightly rate and cleaning fee, but not the platform service fee.
As we always look for the golden mean, in most cases we at Flat Manager rely on the "Moderate" cancellation policy.
How Flat Manager reacts to these situations
Our Communications team is available to guests 24/7 and you can rest assured that they are served with the highest priority. When a reservation has to be canceled, we take into account all objective and subjective factors. We follow the cancellation policy, but also understand the situation of the guest who has to cancel their trip. We are always looking for an option that is fair both for the guest and for you as the owner. Sometimes we offer accommodation in an alternative apartment that we manage if yours is in a technical fault, or we refund the amount in the form of a voucher that the guest can use in the future. A partial refund is also possible.
Renting your apartment with us, you can be sure that we will always find a solution to a problem situation and take care of your property.
Contact us for more information and a free consultation!
