partial refund

[Denise1328]

My guests have contacted me after the start of their booking saying one of them has tested positive for covid and they won't be coming at all. I have offered them a partial refund but am very new to AirBnB and am not clear on how to go about it.

Any help would be gratefully received.

[Anonymous]

@Denise1328  in order to release the calendar dates for re-booking, you must ask the guest to complete the cancelation process. Don't do it yourself - hosts are penalized for this. If you'd like to offer a refund beyond what your cancelation policy defaults to, wait until the cancelation is confirmed, and then you can go to airbnb.com/resolutions and select "send money. "

Be aware, though, that if the guest reports to Airbnb that they have Covid, they can override your cancelation policy and grant a full refund under Extenuating Circumstances. 

[Denise1328]

Thank you.

The guests have have changed their leaving date to the 14th rather than the 22nd Sept, which I think is fair as they say one had tested (I'm presuming positive for covid even though it wasn't mentioned), so I have accepted that request.  However I still don't know how to do a partial refund. I've tried calling the airbnb uk number but it's automated and not what I need!  Any more suggestions please?

[Anonymous]

@Denise1328 If the date change has already been completed, you can use the Resolutions link above to submit the partial refund. However, you might want to wait until the guests have checked out, just in case there is damage or an overstay issue.

[Denise1328]

Thank you very much Andrew!