Wondering how to deal with unexpected situations you may face while hosting experiences? This article some tips and tricks you might not have realized existed. Let’s get started!

1. Cancel an occurrence (and easily refund your guests)

Canceling an unbooked experience is simple! Here’s an article from our help center that explains how to delete a single occurrence, with no bookings, from your calendar.

Before canceling a booked occurrence, know that this can be very disruptive to your guests, and our policy states that you can only cancel an experience due to extenuating circumstances.

If you do have to cancel, try to work with your guests to host on an alternate day if possible. You should also take action and make the decision as soon as you can. This will make it a little easier on your guests. Here’s how to expedite this process for you and your guests:

1. Message your guests through the Airbnb messaging tool and let them know that you will have to cancel.

2. Call or message our Customer Experience team. (Our CX team checks voicemails often, so do leave a message if they don’t pick up!) If you give our team the following information, there’ll be fewer back-and-forth messages and you’ll get this issue resolved more quickly:

a. Let the CX team know you have messaged your guests already.

b. Share your experience title, and the date and time of the occurrence you are canceling.

3. Our team will refund the guest(s) for you.

 

2. Move your guests to a different date or time

Has a guest reached out asking to transfer their booking to a different time or date? While you cannot move your guest’s booking on your own, you can let your guests know they can do this on the Airbnb mobile app or the Airbnb website up to 72 hours before the experience starts. Here’s how they can do it themselves:

In their confirmation email (the easiest way)

1. Ask them to locate their booking confirmation email and find the link to “change a reservation”.  

On the Airbnb website

1. Log into Airbnb and click ‘Trips.’

2. Find the experience and click ‘Manage Reservation.’

3. Here they will see an option: “change date or time of reservation.

On the Airbnb app

1. Open the app and click ‘Trips.’

2. Click on the experience.

3. Scroll to the bottom of the page and tap “Manage Reservation”

4. Here they will see an option: “change date or time of reservation.”

If a guest would like to change their booking within 72 hours of your experience start time, and you are willing to accommodate them, make this clear in your Airbnb messages with your guest. Then reach out to our CX team via the help center and the team will make this change for you.

3. Refund your guests

Here are the steps to take if you want to refund your guests:

1. Make sure you give permission for a refund in an Airbnb message to the guest.

2. Ask your guest to reach out the CX team via the help center and request the refund. From here a CX agent will review the situation.

Want to offer your experience guests a partial refund? You can use the Resolution Center to refund your guests partially!

4. Get reimbursed by your guests

If there is an unforeseen cost that you’ve covered for your guests during an experience, and you both have agreed upon reimbursement, you can request payment through the Resolution Center, too!

5. Allow your guests to add additional guests

If you have spots available, your guest can add additional guests to their reservation. Here’s how:

In their confirmation email (the easiest way)

1. Ask them to locate their booking confirmation email and find the link to “Change reservation.”

On the Airbnb website

1. Log into Airbnb and click ‘Trips.’

2. Find the experience and click ‘Manage Reservation.’

3. Here they will see an option: “Add guests to reservation.”

On the Airbnb app

1. Open the app and click ‘Trips.’

2. Click on the experience.

3. Scroll to the bottom of the page and tap “Manage Reservation”

4. Here they will see an option: “Add guests to reservation.”

You can also remind guests that their friends can always log in to Airbnb with their own account and sign up for the experience on their own.

Keep in mind, if a guest shows up with unexpected company, you are not required to host them on your experience.

6. Dealing with late guests or “no shows”

It can be common for a guest or two to arrive late to an experience. There are a few things that you can do to minimize the chance of this happening:

1. Send detailed instructions and maybe even a photo of your meeting place in a group message to your guests 24 hours before your experience so that guests are clear on where to show up.

2. Encourage your guests to arrive early and give them instructions on what they should do if they arrive late. Is there a second meeting point they can find you and the group? If so, when can they expect the group to arrive at this spot? Is there a number they can call you at?

Have a guest that didn’t show up? Here’s the best way to handle this situation:

1. Message your guest(s) via the Airbnb messaging tool as soon as you can, but make sure to take care of guests that did show up first.

2. Reach out to our CX team via the help center and let them know you had a guest(s) that didn’t show up. The CX team will review your case and make sure any guest(s) who didn’t show up, through no fault of the host, won’t be prompted to leave a review.

7. Handling bad weather

Try to decide whether to cancel your experience due to inclement weather as soon as you can. This will give your guests time to make other arrangements. It’s generally good practice to think of alternative plans or locations if bad weather arises, of course only if this makes sense for your experience. Once you’ve decided to cancel your occurrence, here are the steps you can take for a quick resolution:

1. Reach out to your guests through Airbnb messages as soon as you can.

2. Contact our CX team via the help center with the full details.

3. CX will process a full refund for your guests.

Note: If you are still holding your experience, and a guest no longer wants to attend due to moderate weather conditions, they generally will not be granted a refund. If the weather is severe enough to cause a reasonable safety concern, the guest may reach out via the help center and a refund will be granted in accordance with the Experiences Guest Refund Policy.

8. Changing the location of your experience

Changing your experience location for one occurrence will also change the location for all future occurrences.

If you want to change the location of a single occurrence of your experience, it’s best to send a group message to your guests and give them the new meeting location details. It’s good practice to make sure you get a confirmation from each guest.

Bonus: Did you know?

Airbnb sends two confirmation emails to your guests before your experience (one immediately after booking, and another the day before the experience). The last reminder email will contain the list of things you’ve asked your guests to bring on your experience.

If you ever need help working through a tough situation not mentioned here, feel free to reach out to our team through our help center or check out some other ways you can connect with hosts or the Airbnb team here.