Hello @Francesca226,
The guest should have cancelled and they would have received a refund according to your moderate policy or the long term policy if the reservation was for 28 days or more. The dates would then be freed and you could have used the "Send or request" money on their reservation link to send them more than the automatic refund if you wished.
So if this happens again let the guest cancel, they'll be refunded by Airbnb according to your policy and you can send them more if you wish.
For now, if the guest cancels the dates will be freed but they'll get a refund from Airbnb but you've already paid them a refund which you shouldn't have.
You could try contacting Airbnb support to discuss the issue.
Log in and click on "Help" and then type "contact airbnb" in the "Ask a question ..." box. Then click on the "I want to contact Airbnb" link.
Then click on the "Contact page" link near the end of the page.
You can also type "contact airbnb" in the "Search the community" box on these forum pages where you posted your question. Scroll down a little in the list of suggestions that appears and click on the "Contact Airbnb: A Community Help Guide[UPDATED]" one. That lists phone numbers and ways to contact them via Twitter or Facebook.
