Cancellation & Refund

[Christian1049]

Hello,

I have a guest requesting a refund. 

The guest had a reservation and cancelled 1 month and half away from there arrival date which I believe it leads to a full refund according to the strict policy.

However, the guest is still requesting certain percent of the payment has not been returned.

Checking on the reservations cancelled status. Under the guest cancellation it saids earning of $181.87 which made me confused because I never receive any payment after 1-2 days during there stay.

I checked my bank account and had no payment made by airbnb from this party. 

What should I do?

Best regards,

Your host in Cancun

[Jeff158]

@Christian1049 the guest only gets a 50% refund and you should have got 50% .

The strict policy gives a 50% refund 1 month and a half away from checkin : https://www.airbnb.co.uk/home/cancellation_policies#strict-with-grace-period

Be very carefull, do not refund this guest, contact customer service to find out where your 50% payment is, your guests might have only paid a 50% deposit with the balance 10 days before arrival.

Click this link for ways to contact airbnb

https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide-UPDATED/m-p/413245#M5...

[Christian1049]

Thanks Jeff, 

Let me check with customer service.

[Sarah977]

@Christian1049   It's a little confusing- you say the guest cancelled the reservation a month and a half before arrival, then you say you didn't receive any payment during their stay. Did they stay or not?