I want to provide refund for same day cancellation

[Lois7]

Our guests arrived today but hadn't realized (somehow) that we don't have a separate unit/dwelling and didn't want to stay in our house where the room is located.  Although not necessary, we want to provide a full refund.  How can we do that without cancelling their reservation and incurring a penalty on our side?

Thanks!

[Ed-and-Hugh0]

@Lois7 They should cancel the reservation. You can then refund any money through the resolution center.