Refund extenuating circumstances beyond your cancellation policy?

[Dave Stokley]

Today is the second time in the past few weeks that a guest has asked us to allow them to cancel for a full refund the day before their stay because of bad weather where they live that may prevent them from traveling. We have a "moderate" (full refund 5 days out) cancellation policy. What would you do?

I'll go first, with what may not be a popular opinion...

We say no, for two reasons. First, our cancellation policy is clear and easy to find when the booking is made, and it's easy to filter by cancellation policy on Airbnb. Second, Airbnb has its own "extenuating circumstances policy," so they've already determined what is justifiable and what is not. I refer these guests to Airbnb support to request consideration under their policy.

What say you?

[Nathan Gesner]

Nope.

Disney does around $30,000,000,000 in business each year. They can absorb $500 or even $5,000 because they know that customer is going to come back time and time again over their lifetime. A STR that earns $70,000 a year and will probably never see that customer again is a completely different story.

You don't control the weather. No refund unless I'm able to find another renter to replace them. If they booked for a week and I can fill three of those days, I'll refund three days worth of rent.