Accidentally cancellation by guest but they would like to recover the old booking.

[Chanaphat0]

Dear Support,

My guest has cancelled their booking accidentally. and this booking has Long-Term cancellation policy.

I try to re-send this booking by using a special offer to them. But they said that they have to pay double for the old one (cancelling bookinig) and plus the new booking that I proposed to them. Is that true? if yes, I do no want to do this as it is totally unfair on them.

What should I do next?

Could I re-activate the old booking  for them?

Thank you.

[Gerry-And-Rashid0 · Accepted solution]

@Chanaphat0

This is outside of your control, you cannot fix it for them and you have not received any money. They made the mistake. So ask them to liaise with AirBnB directly.

They should receive a refund aligned to the long term cancellation policy. 

[Chanaphat0]

@Gerry-And-Rashid0

Thank you very much for your suggestion.

[Cormac0]

@Chanaphat0

Stupid is a as stupid does...

 as @Gerry-And-Rashid0 have said, this is not your problem let them take the matter up with Airbnb