Guest waiting for refund for over 5 weeks since cancellation

[Karen-and-Camilo0]

Hello AirBnb Community, 

I'm hoping i will be able to get help from someone on an issue that has gone way too long. i had a guest whom i had to cancelled a reservation for in December. I went throught all the steps in the cancellation and she should've been refunded. However she has not received any credits at all. i have called the AirBnb line and they have told me that my issue was escalated to the payments department and it will all be taking care of. 

Now 2 weeks later still nothing has been credited to the guest. Where can i go with this issue, who do i contact for immediate resolution. 

All help would be much appreaciated ! 

thanks ! 

Karen 

[Roger17]

Hi Karen - not sure about this other than try calling again. Maybe some of the level 10s can advise here?  Best regards, Roger

[Paul0]

Hi @Karen-and-Camilo0,

You're wonderful for taking this on as an issue for the Guest... but it's really not yours to worry about.  

The Guest can and should be chasing Airbnb on getting their refund. Airbnb are normally quick at resolving these types of issues so encourage the Guest to take it up - you have no control over issuing the refund other than being a supportive influence.

Cheers,

Paul

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