Managing reservations is a key part of the Fairly platform, and we aim to provide clarity and guidance for both guests and property caretakers/homeowners. Below is an overview of how changes, cancellations, and refunds are handled across our booking channels, and how the care team is involved.
Types of reservation changes
Guests can make different types of changes to their reservation directly through Airbnb:
Change dates
Cancel reservation
Add/remove nights
Change number of guests
Add/remove pets
What is the caretaker/homeowner role when a guest changes a reservation?
A lot of change requests from guests are simple date changes or adding guests. Instead of having to review each request, we’ve simplified the process using criteria based on the cancellation policy.
Automatic approvals – no homeowner or caretaker involvement needed
On Airbnb, if the request is within the 100% refund period, it is automatically approved and does not require you to do anything. You’ll see the change in the Messages tab.
Homeowner or caretaker are required to accept/decline requests in certain cases
On Airbnb, if the request is not within the 100% refund period, we will notify you so you can evaluate if you want to accept the request or decline it. We will send you an SMS that there is a change request. You can then view that request in Fairly and decide to accept or decline.
Here are some examples of when change requests for Airbnb reservations are automatically accepted or require your review:
Guest cancels a reservation that is in 6 months, and your cancelation policy allows a full refund. | Automated |
Guest removes the 2 pets that were on their reservation. | Automated |
Guest changes their reservation from one night to two, and they are in the 100% refund period. | Automated |
Guest wants to change the number of guests. (Cannot exceed your max allowed guests.) | Automated |
Guest cancels a reservation that starts tomorrow, and your cancelation policy does not allow for this. | Automated – refund is calculated by Airbnb if applicable |
Guest wants to move their dates from checking in tomorrow to next month, and the cancellation policy is not in the 100% refund period. | Requires your review |
Guest wants to change their reservation from one night to two, and they are not in the 100% refund period. | Requires your review |
Guests wants to change their reservation from 6 nights to 2 nights, and they are not in the 100% refund period. | Requires your review |
It's important to know that when you accept changes that affect the check-in date, that the cancellation policy is now based on the new date.
Learn more about cancelation policies here.
What happens if you don’t respond to the request?
It is important that the homeowner or caretaker responds within 24 hours, so that your listing’s ranking is not penalized by Airbnb.
It is great customer service to respond to all guest requests so we encourage you to let the guest know your decision. If you do not respond, then the original reservation stays the same.
FAQs
Can I transfer a reservation to another guest?
No, reservations must be canceled and rebooked by the new guest.
What happens if a reservation needs to be canceled after check-in?
Caretakers can initiate cancellations for emergencies through Fairly, and refunds will be issued based on the remaining stay and cancellation policy.
What penalties apply for caretaker-initiated cancellations?
Airbnb imposes penalties, including fees and blocked availability. Valid reasons may qualify for fee waivers, which Fairly can assist with.