Guest contacted us to cancel their experience.

[Patchareeporn0]

Hello,

A guest contacted us by phone at 9.05 AM this morning to cancel their experience starting tomorrow at 9.00 AM, they also asked if we could refund them. I told them to cancel on their own as it is not our fault if they can't join the experience (The reason they gave us is that the American government asked them to fly back to U.S.A due to the Coronavirus. Note that our experience is not in China).

Another problem is that we can't contact them nor they can't contact us on Airbnb messaging platform (The button "Contact Guest" isn't visible, but for other customers the button is visible...). I'm just afraid that they try to get a refund by saying that we didn't go to pick them up... What should we do? 

Thank you

[Helen3]

Call Airbnb @Patchareeporn0  and tell them

[Patchareeporn0]

Thank you so much, I contacted the support 😉