Guest want's us to cancel but they made a mistake.

[Luka391]

We don't mind refunding the guest as long as he cancels today and we don't get penalized for cancelation. Is there any way to do this?

We sent Airbnb support message that said: "The guest wants us to cancel the reservation. The guest made a mistake in the reservation, not us. We don't want to cancel because we will bear the consequences of canceling the reservation. Is it possible for the reservation to get canceled without us getting penalized and the guest to receive a full refund?"

They responded with: "Your guest’s reservation isn’t eligible for a full refund under your cancellation policy, but if you both have agreed on an additional refund, you can send them a link and ask them to start a request. If you approve, you won’t be charged a cancellation penalty, and your Superhost status won’t be impacted." and had a button with "Send link to guest".

As I understand this message says that we won't get charged the penalty but will we get other penalties like a public review that we canceled and other penalties.

[Louise0]

NEVER cancel on behalf of a guest.  If the guest wants to cancel, they must cancel, not the host.  If you want to give them an ex gratia payment do it after they've cancelled using the process discussed above.

[Emilia42]

@Luka391 

Never, never cancel. Tell the guest that they need to cancel and once you receive the cancelation notification you will refund them in full. But you cannot issue a refund until there is a refund to give which is why they need to cancel.