Hi,
We live in a resort community which has tennis courts, pool, hot tub, sauna and other amenities that we advertise. The community closed the hot tub for repairs which was a main reason that the guests had booked. When I told them (prior to their arrival date) that the hot tub was closed, they cancelled their reservation. I would love to see them get a full refund. How do I do this? I was able to use the resolution center to refund the amount that was paid out to me; however, I could not enter a larger amount. How can I send them more money? They no longer pop up in my resolution center since their reservation was cancelled. Is there a way for me to send them additional money or get AirBnb to refund them the service charge they kept?
Thanks