Guest unable to cancel her stay.

[Kelley15]

My guest would like to cancel but she's having problems. My moderate cancellation policy shouldn't be an issue because she's got lots of time.

My Guest wrote me this.

"I've tried cancelling the reservation through this site, but it gives me a "circle with a slash through it" when I attempt to send the cancellation request. Could you please facilitate and confirm this cancellation, including the refund of the deposit. Thanks again."

Anyone see what she's mentioning above before? I can't figure it out.

[Helen3]

Not come across this before - she should be able to go into her booking confirmation and hit the cancel button.  All you can advise her to do is call Airbnb so they can help her cancel @Kelley15 

[Kelley15]

Thanks. 

Yeah, I told her to contact airbnb immediately while I check to see if I can find a reason.

Hopefully she's able to get some support.