Giving a full refund to guest

[Melissa280]

I gave a full refund to a guest who booked for 2 nights then canceled before she showed up as she didn’t read certain things in our listing. Our policy is Strict so technically I could have kept my payout minus the cleaning fee, but I decided to be fair and give a full refund. So I checked that box in the resolution center and it said $285 would be returned, which is the total I would have made (minus the 3% host fee which was like $8, not a big deal to me.)

After I sent her the money, she messaged me asking where the rest of it was  (typically what we make as hosts is 36% less than what Airbnb bills the guests.) 

I want to know: when a host gives a full refund back to the guests, do the guest get the entire amount they paid in full?That 12-15% Airbnb cut?  And what about the lodging taxes and fees which are 15-18% on top of that? They can’t legally keep those lodging fees. 

[Mike-And-Jane0]

@Melissa280 generally if a host asks for the guest to be fully refunded then Airbnb also refund their fees and taxes. The guest really needs to challenge Airbnb on this one.