How do I not charge guest 50% for cancelling? 2-part question

[Tena1]

A guest instant-booked my place and sent a message at the same time asking to check in early. I responded quickly that I could not accommodate that request (that was clear if they had looked at my calendar and seen I had someone else checking out the morning they wanted to check in). I suggested they cancel since I could not accommodate them. They did. Airbnb charged them $52. But I received a text message from Airbnb saying I would receive $189 from that cancelled guest. I have a strict cancellation policy. I don't want them to be charged that$189. How do I do that? Second part of this question: I got the notification from Airbnb about that cancellation and $189 through my gmail account, but I cannot find that same notification on my website. Where do I look for that information on my website? Thanks.

[Dave-and-Deb0]

Hi @Tena1,

You can refund them the $189 using the resolution center. Check out this Community Help Guide: https://community.airbnb.com/t5/General-Hosting/The-Resolution-Center-A-Community-Help-Guide-Request...

Dave

[Stephanie6]

Hi @Tena1, Another way to refund for a cancellation is to use the "refund" button. I recently did this for a guest who cancelled and was charged 50%.  It was very easy to do.  I think the button was on the guest itinerary.

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