Guest asking for refund

[Cara30]

I have the moderate cancellation policy and a guest who is due to check in tomorrow asked me last night for a refund as they can’t make it. 

What do I do?

 It is peak holiday season here at the moment and the booking was made 2 months ago.

[Helen3]

Just tell them if they want to cancel , they need to do so through Airbnb and any refund due will be in line with the cancellation policy they booked under.

Did they say why they needed to cancel?

If it falls under extenuating circumstances as you know if they provide proof such as a medical certificate Airbnb will refund them in full anyway.