What to Do When the Guest Doesn't Show Up: Airbnb Host Guide 2023

You were all set to welcome your guests, but they never arrived. Don't fret – we've got you covered. In this Airbnb Host Guide, we'll walk you through the steps to take when a guest doesn't show up. We'll also delve into how Airbnb handles payouts and share some helpful tips to navigate this situation like a pro.

1. Understanding Payouts

If your guests don't show up, Airbnb's Cancellation Policy comes into play. Payouts for a cancelled reservation will be released as per the policy in place. This can be a common scenario, especially for hosts who may not have thoroughly familiarised themselves with Airbnb's terms of service and contractual agreements before listing their properties.

In case you've communicated with your guests solely through Airbnb's email platform, you have a record of your messages (this is very important - don’t switch to texting, stick to Airbnb messaging!). This might provide an opportunity to resolve the situation. Remember, the responsibility for the no-show lies with the guest, as they failed to inform you of their cancellation or change of plans.

2. First-Time Hosting Considerations

If you're a first-time host, Airbnb may hold the payout for 30 days after the reservation is confirmed. It's essential to be aware of the specific payout timelines, and you can learn more about these details within Airbnb's policies.

3. Cancellation Protocol

One crucial rule to keep in mind is to always let the guest initiate the cancellation. Avoid agreeing to the cancellation on your end, as this could lead to adverse consequences, including loss of income from the reservation, your calendar being blocked for the reservation dates, possible penalties affecting future bookings, and an automated review stating that you cancelled the guest – which could potentially jeopardise your Superhost status for a year (read here on how to become a Superhost). Given the potential ramifications of cancellations and refunds, a solid understanding of how Airbnb operates is essential for your hosting business.

4. Keeping in Contact

Maintaining communication with your guests is a good practice, especially leading up to their scheduled arrival. You can find your guests' contact information in the trip itinerary, which includes Airbnb messages and phone contact details. Keep in mind that some guests might not have access to a phone while travelling, and travel delays can occasionally affect their arrival time.

5. Dealing with Unresponsive Guests

If your guest doesn't respond to your trip change request, it can be a bit unnerving. However, don't let it stress you out. If your guest remains unresponsive, the reservation details will stay as they are.

To ensure your changes have been considered, there's no specific time limit for a response. But if your request is particularly important or urgent, it's a good idea to send a reminder message asking them to accept or decline it. If that doesn't work, consider cancelling the request and sending a new one.

If, despite your efforts, you still can't reach an agreement with your guest, you can explore options in the Airbnb Resolution Centre or reach out to Airbnb's support team for assistance.

Remember, hosting can have its ups and downs, and sometimes unexpected situations arise. Staying well-informed, following the platform's guidelines, and keeping lines of communication open can help you navigate through these challenges and ensure a positive hosting experience.

About Us

KeyNest offers you a convenient service for storing and exchanging your property keys. You can drop off a key at any of the 5,000+ locations in our network, so there’s one such Point located next to your property already.

Guests, cleaners or contractors can then collect the key securely from a KeyNest Point, which is usually open 24/7. You'll be notified each time the key is picked up or returned, and you can even customize check-in and check-out times.

KeyNest has an ever-expanding global network of locations located just minutes from your property. To find out more, visit our website.