Guest booked wrong room free cancellation accepted, refund not received

[The-Greens0]

Hello Airbnb Support,

We are contacting you regarding a reservation where the guest booked ** the wrong room type. Unfortunately, the correct room was not available, as we were fully booked on that date.

Because of this, we accepted a free cancellation as a goodwill gesture. However, the guest informed us that they have not received any refund, and we also did not receive any notification from Airbnb regarding the cancellation or refund.

Could you please kindly check this reservation and advise us on the refund status and if any further action is required from our side?

Thank you for your assistance.

Kind regards,
MoMo

Green Hotel

**[Reservation number hidden - Community Center Guidelines]

[Emiel1]

@The-Greens0 

This is not Airbnb support, but the Airbnb community.

You (or the guest) need to contact Airbnb support for this issue

You can also check the status of the cancelled  reservation yourself, including the financial part in the Transaction History.

https://www.airbnb.co.uk/help/article/1355

The guest can also check it:

https://www.airbnb.co.uk/help/article/363

[Patricia2526 · Accepted solution]

Hi @The-Greens0 

If the guest’s stay is still showing as active, it means they have not canceled the reservation yet. Airbnb automatically sends an email notification to the host as soon as a guest cancels. The guest will also receive an email confirmation about the cancellation, including details about any refunds, which depend on your cancellation policy and whether they are eligible.

• Ask the guest to confirm directly in the Airbnb message thread if they intend to cancel.
• Check your Airbnb inbox and spam folder for any cancellation emails.
• Review the reservation details in the app canceled stays are clearly marked.
• Avoid issuing any refunds manually unless Airbnb has officially processed the cancellation.

Contacting Airbnb Support is best so everything is documented and handled correctly within the platform.

[Emilie]

Hi @The-Greens0, 

Did you or the guest contact Airbnb Support yet? 

As other hosts have suggested, it is the best course of action in this case. Please let us know how things unfold, and if you need any more advice. 🙂

Thanks, 

Emilie