I have had a guest cancel partway through their stay. Per the moderate policy I chose, they are entitled to a 50% refund for the nights they didn't stay when they cancel after check in. In the most recent instance, the guest contacted me to ask for a refund because they said their app/website showed them getting no refund. I told them I would take care of it (obviously I can do a manual refund if needed).
Now, weirdly, when I go into their reservation details under the payout breakdown, it shows the full amount of their ENTIRE stay on the line item "Guest Refund"!
Out of curiosity, I went back and looked at other guests who had canceled within the moderate window (who I thought were getting 50%) and they too showed the full amount under guest refund. Even one guest who was only staying one night and canceled after check-in--the payout breakdown showed she got a full refund.
Am I missing something? I want to make sure this guest receives their refund as advertised, but I also don't want to send them a manual refund in excess of whatever AirBnB seems to be automatically giving them. I reviewed the cancellation policies and all the relevant support guides and nothing seems to explain this discrepancy. Any insight would be appreciated.
EDIT: I also went back to 2019 and looked at guests who canceled in the 50% window at that time, and they showed a 50% refund as expected. So is this something new/different in 2020?
