How to deal with cancellation from guest

[Ronald451]

Hi everyone,

Last week I received a booking for the 1st of Aug to Aug 31st, however my guest has now decided to cancel 6 days before arrival.

I have a strict policy on my listing so if he cancels from his account he loses all his money ex cleaning costs.

He gave me a, somewhat, valid reason for cancelling and I'd like to refund him, at least partially.

I've never before dealt with any cancellations but I read somewhere that eventhough I have a strict policy I can choose to refund him partially.

How would I do this? Like where do find this in the Airbnb app? Can I refund him after he cancelled? Do I need to do something from my end?

Obviously I'm worried about any penalties on my account, which is why I need some guidance.

Kind regards,. Ronald

[Emiel1]

@Ronald451 

Yes, you can voluntary give some more refund without getting penalized.

First the guest (so not you, also do not accept a request for cancellation)  need to cancel the reservation on his end. Then the cancellation policy will calculate the refund. With "strict" only cleaning fee (if any) and local taxes (if any) will be refunded. Both guest and host will receive a message about the cancellation, including financial results.

Via the resolution centre you can refund more: on the reservation is an option " sent or receive money", just follow the guidance.

[Quincy]

Hallo @Ronald451, we hebben ook een Nederlandstalige community (klik hier). 

[Ronald451]

Thanks @Emiel1 , I managed to resolve this issue with my guest following your directions.