Guest traffic accident

[Karen1539]

     A scheduled guest and her family experienced a traffic accident several states away on the way to our place.  Fortunately, they were not hurt, but the accident was serious enough to prevent them from using the vehicle for any further travel. Therefore, they had to cancel their reservation and were unable to stay with us. Since both the accident and the cancellation occurred within the 24-hour period during which they were scheduled to arrive, my understanding of AirBNB's policy is that they will not receive a refund.  We are open to them receiving a partial refund.  Is there a way that this can happen?

[Noel102]

You can issue a full or partial refund.  It should be an option on the cancellation screen.

[Jessica-and-Henry0]

@Karen1539 

The guest has to cancel the booking from the site to make the cancellation official. Once that happens, you can issue an additional refund.

https://www.airbnb.com/help/article/43/what-happens-if-my-guest-cancels

https://www.airbnb.com/help/article/165/how-do-i-refund-my-guest

I'm not sure if the accident would fall under extenuating circumstances for the guest, which would allow them to get a full refund....but if the guest is aware of this policy, they might *try* to get a full refund so you should be prepared, and wait to make sure ABB doesn't issue a refund before you refund the guest. 

https://www.airbnb.com/help/article/1339/how-do-i-file-an-extenuating-circumstances-claim

https://www.airbnb.com/help/article/1320/what-if-i-need-to-cancel-because-of-an-emergency-or-unavoid...

[Helen3]

I would imagine that if they apply for a refund under Airbnb's extenuating circumstances policy they would get a full refund, regardless of the fact you may only want to offer them a partial one @Karen1539  or of when they had to cancel the booking.