request for refund

[Marsha181]

Hi,

A guest is asking for a refund for cancelling their reservation last minute. Peg 8/15-8/21 $314. We do not show that we ever received this payment to refund.

Please advise.

Lynne

[Solveig0]

Hi Lynne, 
You don't get money before the guest has arrived and stayed for a night, but the guest has already paid to airbnb, so the money is within Airbnb's system.

When you issue a refund, you just don't get the money from Airbnb, all is all handled by Airbnb, you just need to authorize it. 

https://www.airbnb.com/help/article/165/how-do-i-refund-my-guest

[Marsha181]

I just went in to allow for the refund. They message said that the amount will be deducted from our next payout. 

Is that correct? We never received the money to begin with.

Lynne

[M199]

@Marsha181 

That's an automated message.  You should make sure that you receive a confirmation from Airbnb the the money has been sent, usually day after check in.  Hopefully they send the money and then deduct back from future reservations. 

I suspect it is a timing issue with the programming.