Cancellation of a reservation

[David3384]

My question is as follows:

1) My guest cancelled due to sickness and I believed the guest and told her I would override my cancel policy and give her a full refund

2) I then issued a full refund which was what I received

The customer wrote me back and told me they still didn't get a full refund. There was a small difference. About $25 usd. 

Is this Airbnb fees? I can't see anywhere what the breakdown was. I gave the refund of every dollar that I was to receive.

Any help you can give me would be appreciated

Thanks,

David Andes

Airbnb Superhost

[Cathie19]

Hi @David3384. Go to your profile and “help”, type in cancellation policies.

If the guest refunded outside the 48hour period, they should just be grateful! Maybe they have also already cancelled three times... see the definition..As your  properties all appear to be Strict 48hr grace, here is a snapshot. Other factors may apply..

[Gerry-And-Rashid0]

@David3384

You can tell the guest you refunded what you received- It’s more than likely to be Airbnb’s booking fee. If they want that back they have to contact Airbnb and claim under their Extenuating Circumstances policy. 

[Jeff158]

@David3384 

The $25 could be a currency conversion fee or the 3% host fee if you refunded what you expected to get payed.

You don't say how long before checkin they cancelled. Your guests might have only paid a 50% deposit with the balance due 7-10 days before arrival, if the balance payment fails, you'll be out of pocket. Always get customer service to do the refund, you just never know who's paid or not these days.