Guest cancellation confusion

[Phil71]

Hi all, 

We turned our cancellation policy to 'strict' a few weeks ago so that we receive 50% if anyone should cancel. One of our guests cancelled this evening but we had an email saying they have been fully refunded? We are very confused  - can anyone help? We don't seem to be able to find an email address to contact AirBnB directly : ( 

Thanks,

Angela 

[Emiel1]

Hello @Phil71 ,

- Was the reservation made before you changed cancellation policy (change only effects new reservations) ?

- Did guest cancel within 48 hours after making a reservation (full refund allowed) ?

Best regards, Emiel

[Branka-and-Silvia0]

- Maybe it's because of extenuating circumstances