Reimbursement of Airbnb service fees to cancelled guest

[Laura5023]

My guest is asking if they will be refunded service fee. They cancelled with me and booked with someone else because they decided they wanted laundry facilities in their unit and not shared. They are within cancellation period but I don't understand Airbnb policy,  if the canceled reservation overlaps with another of their reservations, guest wont be refunded. 

What can I tell my cancelled guest please.?

[Sarah977]

@Laura5023  I'm not sure what you don't understand. Guests are notified when they try to book a listing for the same dates that they already have an active booking for that they won't get their service fees back, as per the wording you quoted. If they ignore that, that's their problem. 

The only thing to tell the guest is that hosts gave nothing to do with Airbnb service fees and policies, that's something they have to contact Airbnb about.

This policy is designed to prevent guests from shopping around, booking more than one place to "hold" it, blocking up the host' calendars, then cancelling all but one.

[Laura5023]

Ty

[Emiel1]

@Laura5023 

It depends on the cancellation policy involved and how many times the guest cancelled in last 12 months.

But it is not your responsibilty to inform the guest about the Service Fees, if the guest is unhappy with refunding policy regarding  the Service fees, they can contact Airbnb for explanation.

The guest can read this first:

https://www.airbnb.com/help/article/1345/service-fee-refunds

[Laura5023]

Thank you