Mark Simpson (speaker) warns hosts about cancellation procedures on Airbnb and Booking.com: if a host cancels or a guest refuses to stay after complaining, the platform will rebook the guest and the host may be liable to pay the difference if the replacement accommodation costs more than the original booking. Simpson notes his family business was financially impacted by this policy in the past.
If, for whatever reason, you had to cancel the stay of your guest before they arrive, or if they arrive and they complain to booking.com and they go, no, we're not going to stay here, then what you have to do is that Airbnb or booking.com will go and find alternative accommodation. And when they find alternate accommodation, if the cost of that stay ends up being more than what they've paid you, then you've got to pay the bit in between, so you've got to pay the balance. Now, we've been stung on this with booking.com and our family business over the years, and it's not nice.
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