No nostification for cancellation corona virus

[Tatjana78]

Hi friends,

I have a guest that has a reservation in my property on April 17th and reservation was made in February. Due to coronavirus, his plane is canceled and he can't go on this trip. He told me that he ordered cancellation but I haven't seen any notification on admin page desktop or mobile app or anywhere I can approve 100% refund cancellation. How I can cancel this trip with 100 refunds to my guest?

[Roberta2]

Hi @Tatjana78 

Please ask the guest to go to MY TRIPS, choose your booking, and click on Change or Cancel.

The guest needs to start the process.

[Helen3]

Do not cancel. Contact the guest again and ask them to cancel at their end. If it is outside the scope of the EC policy they will need to call Airbnb. @Tatjana78 

[Tony190]

Thank you both for your posts I was in same position