Cancellation & Refund

[Saskia14]

I had a guest who misread my listing and now has a problem staying in a mixed dorm. I am happy to give her a refund and she stays somewhere else instead. How would I do this? She was checking in today.

[RobandAnna0]

Just make that she does the cancellation and not you. If you do you will be penalized.

[Linda108]

Tell her to follow the instructions on her reservation to cancel and let Air BNB system do its job.  As stated before, don't do it for her.

[Gene8]

Absolutely you must have the guest take care of her own problem by cancelling on her own.

[Edwin9]

Hi Saskia,

I assume this is solved by now. If not, as the other 3 comments mentioned, tell the guest to cancel. If your cancellation policy doesn't offer the refund you want to offer your guest, you can always refund more based on an individual situation via the resolution Center.

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

All the best