Guest changes booking

[HassanandKatja0]

Hello, I have a problem: our niche guests want to change their reservation after two days ( was16) .They have to leave because of familyproblems. We agreed they change and get their money back. So they did, but I can't accept it. Every time I do so, it says there was a problem try again. I don't know what to do now. I don't know the exact money I have to refund and how. 

[Steve143]

Hello @HassanandKatja0,

If you can't accept it on one device, like a phone, you could try on another, like a laptop. I sometimes find that it's not possible to pre-approve someone on the Android phone app but it works without a problem when I go to my laptop.

If that doesn't work you should contact Airbnb support.

Steve.

[HassanandKatja0]

Thanks Steve. I thought so too, but I don't have another laptop just my androïd phone. So next thing I will go to the cyber to try.