Guest waiting on Covid test

[Robin611]

Hello.  I have a guest who contacted me this morning about our air quality (I live in CA and we have a lot of fires).  After I answered her questions, she sent me a message about 2 hours later stating she needed to cancel for this Friday because her & her partner just got tested for Covid and they are waiting for their results . They don’t know if they will be back in time.  I have a strict cancellation policy.  I told her to cancel and I will reimburse her for her nights.  I contacted AirBNB but they never respond to me.  If I cancel her, I will get charged.  I don’t want to risk someone walking around my property while they wait for their Covid tests to arrive.  I’m getting so frustrated with AirBNB because they never respond.  

[Helen3]

As you say the guest needs to contact Airbnb to cancel the booking.  You don't need to speak to Airbnb about this, the guest can cancel by going into the booking confirmation and hitting the cancellation button. Once the booking is cancelled you can reimburse them should you wish. @Robin611