Cancellation refund

[Jennifer-And-Geoffrey0]

I have had two guests cancel.  I want to give 100% refund.i am not sure how to do this.  Do I go to give a refund and enter the amount still due after cancellation?  It says my acct will be debited....but I haven't collected any money yet.  Please help.

[Marit-Anne0]

@Jennifer-And-Geoffrey0

According to your moderate cancellation policy they will be 100% refunded if they cancel within 5 days of arrival.  

They cancel through the site and get refunded by airbnb.  You do nothing.

[Jennifer-And-Geoffrey0]

When they made reservation I had strict cancellation policy, so they are being charged.  How do I make sure they get 100% refund.

[Jennifer-And-Geoffrey0]

  The person who canceled the reservation is now demanding that I pay her $300 which is the amount approximately that is owed under the strict cancellation policy. I have not received any monies for the reservation. However she is stating that her credit card has been charged 

[Marit-Anne0]

@Jennifer-And-Geoffrey0

Full payment is made at the time of booking, so it is correct that the credit card has been charged and so it should be.  With a cancellation under a strict cancellation policy they will be refunded 50% - a refund can take some days until it reach their account. The remaining 50% will be on a payout 24 hours after their original arrival date just as if they were staying.  

If you issue a refund now, I believe it will have to come out of future payouts if you have other bookings or out of your pocket (card) if you have not.

100% refund is not realistic if they booked under the old cancellation policies where airbnb fees were non-refundable.

[Cormac0]

@Jennifer And Geoffrey

If you had a strict cancellation policy when they booked why are you altering the terms of engagement now, this gives guests the notion that the cancelation policy is a movable feast and puts the rest of us Host's at a disadvantage.

Presumably your guests understood your cancelation policy when they booked, unless of course you muddied the waters by suggesting you would give them their fee back even though you do not have the fee in your procession as yet.

Let Airbnb deal with the cancellation ramifications and explain to your guest they should deal directly with Airbnb.

Regards

Cormac

ECK III

ECK VIII