Guest wants refund for cancellation

[Paula143]

Hi all!
I have my cancellation policy set to STRICT. A week ago I had someone book and I approved right away. I immediately got a message from her saying it was a mistake, she didn't mean to book, she is new to Airbnb, etc. I told her that it was fine with me if she contacted Airbnb help and cancelled. Instead she cancelled and then sent me a request for money. But that money would be taken from my next payment, it's not the same amount I would get paid, it just doesn't seem like the right avenue to resolve her issue.
Does anyone know if I will incur any sort of penalty if I agree to give her money? Will it negatively affect my host status at all?
Thanks,
Paula

[Emma790]

Hello,

I have a moderate cancellation policy and a guest cancelled her booking within 5 days. According to the policy I do not have to give a refund, however Airbnb are messaging me now asking if I would give it to her! I find this odd as what is the point of a policy if they message to guilt trip you into giving a refund?? We could have missed out on bookings while they had the date blocked. It was because she didn’t realise it was a shared bathroom when it correctly and clearly states it is. 

What should I do? If I choose not to give a refund can this negatively impact my listing? 

Emma

[Alice595]

@Emma790 No, it will not affect your listing. Just tell the Airbnb support, who called you, to follow the cancellation policy in your listing.

Airbnb support is trying to create tension between hosts and guests while breaking the cancellation policies they made for hosts to choose.