Guest Cancellations during Covid-19

[Dennis16]

Guest cancellations during Covid.

I’m puzzled on how this process is supposed to work.

Yesterday I received a cancellation request from a guest. Because its during the time period when full refunds can be granted, I am willing to provide a full refund.

I received the Airbnb email telling me the guest cancelled and my payout has been updated to $126 and my guest was already refunded $220.

There is a red button labeled “Issue Full refund”

I press it and another window pops up with a button to “send money”

The reservation in question pops up and asks me to send the guest money but the amount is now $130 but I only owe the guest $126. I can’t change the amount, but I agree. Then another window pops up saying the refund will come out of my account. This is where I’m confused. Why would funds come out of my account now when I haven’t been paid yet and would not normally get paid until the day after the check-in date? Am I missing something?

To me you should be able to hit “Issue full refund” and everything should take care of itself.

Thanks for any help.

[Shiri6]

Did you figure this out?  Same thing happened to me (for a booking that was set for June)... Why is the money coming out of my next payout?  Why doesn't the booking cancellation mean there is no exchange of me & the cancelled guest?  We're pretty new to this, so any insight helps.  Thanks!

[Inna22]

@Dennis16 @Shiri6 I am thinking this means that you are paying them back out of that future now never to happen pay out. I think it is meant as an explanation that you are not going to keep the money. If this reservation falls within the new EC policy and you have a strict policy yourself, you should not do that as you will lose the opportunity to collect your 12.5% from airbnb as I understand it. You should let the guest file under the extenuating circumstances themselves and not agree to any refunds. Airbnb will take care of it