Hi there,
I was informed today that the pool of the complex where I rent my apartment to guests is still closed for the winter period.
I knew that they close it (it is written in the short description of my listing too) but I didn't pay any attention to the subject (I forgot about it completely to be honest, as the guest didn't even mention or asked me anything about the pool).
My guests, who were supposed to come tomorrow, decided to cancel their stay as soon as I informed them that the pool is closed and they want a full refund.
I am not sure how to do it though.
I have a moderate cancellation policy. They were going to stay for 4 nights. Does that mean that I have to refund the full amount for the first night and 50% on the other 3 nights and the airbnb will refund the other 50% on the 3 nights?
Your help will be very much appreciated