refund request money for canceled

[Angela4124]

I'm a fairly new host and would like to know how to refund the requested money for a canceled booking. I had a guest book for one night, and they had five people coming. I listed in my Airbnb that only four people can stay without an extra fee. My room can accommodate up to five people, so we allowed the extra person for a fee. After confirming their booking, I sent the request for the additional person, and they paid it immediately. However, a day later, they canceled the booking for personal reasons. The cancellation was processed for the room, and they are asking how to get a refund for the requested money we sent. I tried looking for articles that Airbnb provides. I tried looking through the community center but couldn't find anything similar to my situation. Is there any way to refund the requested money that the guest paid through Airbnb after they canceled their booking?

[Shelley159 · Accepted solution]

Hi @Angela4124 

The way I understand your question is that the booking has been cancelled and refunded. However, there is now an extra guest fee that still needs to be refunded. I went to a cancelled booking on my own profile and noticed that the "Send or request money" option has disappeared, so I think you're stuck because this obvious solution is no longer an option on a cancelled booking.

Here's what I would do: go to the cancelled reservation and copy the confirmation code. Then go to the Airbnb Help Center and ask that they refund the guest the extra fee, pasting the confirmation code there. I think it should be easily resolved.

It's nice of you to refund the guest in full and I hope you manage to book some of the cancelled nights.

[Angela4124]

Thank you for this! I will be trying this method to refund my guest.

[Mark5688]

You can refund the additional fee on Airbnb by going to the "Reservations" tab, selecting the canceled booking, and clicking on "Send or Request Money." Choose "Send Money," enter the refund amount, provide a brief explanation, and confirm. This will process the refund directly through Airbnb. http://myolsd.top

[Shelley159]

Hi @Mark5688 

I can't see the "Send or request money" money on a cancelled booking? I think this is why @Angela4124 is battling to repay the guest. It seems after cancellation it can only be done through customer support.

[Joan2709]

@Shelley159 

I believe that is correct if reservation is cancelled the send money feature is no longer available on the reservation. You can go to the resolution center manually and enter the reservation number and send money that way. 

airbnb.com/resolutions

[Shelley159]

That's a great way, thanks @Joan2709 !

[Paula]

Thank you, @Joan2709 and @Shelley159, for this great advice. 👏

@Angela4124, were you able to go through the resolution center as our Hosts suggested?

Please keep us posted.

[Joan2709]

@Angela4124 , @Shelley159 , @Mark5688 

I did a bit more research and learned some new things myself. If a current reservation, the send or request money is at the top of the reservation detail:

If the guest has already checked out, or they cancel the reservation, it is still found on the reservation detail...scroll to the bottom. Common Questions/Refund Your Guest. Takes you to help article and walks you through the steps:

Or third way, go directly to Airbnb.com/resolutions when logged into your Airbnb account.