Cancellation and Refund for guest

[SIGLO-SUITES---The-Azure0]

Hi Airbnb Community, 

We have a guest and her suppossed check-in date is on July 2-3. However, as of yesterday (June 29), she had decided that she no longer wants to stay at one of our unit that she had already paid for. Our cancellation policy was Full Refund 5 days prior to arrival, but since we wanted to assist her in as much as we can we change it to FULL REFUND 1 DAY PRIOR TO ARRIVAL, EXCEPT FEES. 

We told guest to refresh/log-in again but she told us that it is still 5 days prior. Will it still be possible for the guest to have her refund (minus the Airbnb service fee) prior to her arrival, two days from ow. 

Your assistance will be highly appreciated. Thank you and have a nice day!

Best Regards, 

Tricia

Reservations Specialist - Siglo Suites

[Fab2]

Aloha Tricia,

I've had to extend stays and have found out that it is impossible to change one's reservation the day before their arrival. This may be why it won't apply to her reservation. You can however refund her by submitting a resolution request (the amount to be refunded as at your discretion so you will be able to withhold fees).

On a side note, that is incredibly nice of you given that you will be missing out on potentially earned income from other guests with more definite plans.