Free template · updated November 3, 2026

Guest cancellation message template for Airbnb hosts

When a guest cancels, a short, kind reply leaves a good impression, even if they never end up staying with you. Thank them for letting you know and wish them well.

If they ask for more money back than the cancellation policy gives, it's your call. A fair middle ground is to refund more if you manage to rebook the dates. Either way, any extra refund goes through the platform, never by e-transfer or cash.

The template

Replace anything in [brackets] with your own details.

They've cancelled

Hi [Guest first name],

Thanks for letting me know, and I'm sorry your plans changed. Your booking for [Dates] has been cancelled, and any refund follows the [Cancellation policy name] policy you booked under, paid back through [Platform].

I hope everything's okay, and I'd be happy to host you another time.

[Host first name]

Asking for more back

Hi [Guest first name],

I'm sorry to hear about [Reason they gave], and thank you for explaining.

Here's what I can do: if I'm able to rebook [Dates], I'll refund [Refund amount or share] through [Platform]. If the dates stay empty, the [Cancellation policy name] policy you booked under will apply.

I know that may not be the full refund you hoped for, and I'm sorry. I'll message you here by [Date you'll update them] to let you know either way.

Thanks for understanding, and I hope we can host you another time.

[Host first name]

Tips

Reply kindly even if the cancellation costs you; the guest may book again or recommend you.
Send any extra refund through the platform, never directly.
Check that the dates have reopened on your calendar, and on any other sites you list on.
If the reason is a major event like a storm or travel ban, check the platform's current policy before you answer.
Don't let a guest talk you into cancelling so they can rebook with you off the platform.

Put it on one guest page instead of a binder

Keegix turns your welcome book into one link and a QR sign by the door. Upload the binder you already have and AI drafts the page in about a minute, or paste this template in. Free forever for one property.

Upload my binder, free See a sample guest page

Questions

Do I have to refund more than my cancellation policy?

No, the policy the guest booked under sets the refund. You can choose to give more, through the platform, especially if you're able to rebook the dates.

How do I give a guest extra money back on Airbnb?

Use Airbnb's refund or resolution tools from the reservation. That keeps the payment recorded and protected for both of you.

What if the guest says their reason is an emergency?

Be kind and point them to the platform's support, which has its own rules for some emergencies and major events. Don't ask for personal documents yourself.

More free templates

All guest message templates · Every free template

Free to use

Copy it, change it, print it, use it with any platform. Sharing it with a host group, on a blog or in a forum? A link back to this page helps other hosts find the latest version:

https://keegix.com/guest-messages/guest-cancellation/