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Unplanned situations can happen before or during an experience. Here you’ll find some example scenarios with tips for how to navigate them.

Scenario 1: One of the guests doesn’t show up or is late to your experience. 

Some things to consider:

  • If you’re worried about guests arriving late, send a welcome note ahead of time, and mention how long you’ll wait if they’re late.
  • Message or call your guests directly through the Airbnb app, or reach out Customer Experience to get in touch with an agent.
  • If you mark a guest as a “no show,” they can’t leave a review (and won’t impact your star rating).

Scenario 2: You wake up feeling ill on the day of your experience. 

Some things to consider:

  • Assess your illness—it may be contagious. Would it be healthy for you to be around others?
  • Remember that guests appreciate as much notice as possible if the experience must be cancelled, so contact them before you contact our Customer Experience team.
  • Cancellations due to illness are considered extenuating circumstances under our cancellation policy, and we may ask for documentation.

Scenario 3: A guest arrives with a friend who hasn’t booked your experience. 

Some things to consider:

  • Think of capacity limitations for the locations or transportation you’ll use.
  • Our Customer Experience team can sometimes manually book last-minute reservations.
  • Remember that other guests on the experience will be waiting for the activity to start, so it’s courteous to communicate any potential delays.

We recommend brainstorming how you’d handle other unexpected situations, such as:

  • Poor weather conditions
  • Guests with allergies
  • Language barriers

Thinking about these ahead of time will help you feel confident and prepared to host your experience. Remember that guests appreciate it when they feel taken care of!