How does refunding a guest work?

[Allison-and-Mark0]

After a guest checked in and stayed one night, they asked to leave and for a refund because of circumstances beyond our control.

They stated the neighbor's dogs were barking all night and they found it hard to sleep peacefully. They stated if I refunded any or all of the payment, they would not leave bad feedback. I am new to Airbnb and hadn't received a complaint from other guests, so I did agree to their check out and offered a partial refund.  It's only been a few days, but they have not received their refund.  

I used the Resolution Center to offer the refund, the guest accepted.  Now what?  How do they get their money back?  I'm afraid they will use this as a reason ( beyond the dogs barking) to write a negative comment.  Any suggestions?  Thanks.

[Dave-and-Deb0]

Hi @Allison-and-Mark0,

It sounds like you did everything right in using the Resolution Centre.  It is unfortunate that the guest used blackmail and I am hoping they put it in writing via the ABB messaging system.  If they did and they do write a negative review, I would contact Airbnb as they do have a policy against this.

Here is a copy of Airbnb's Extortion Policy

Cheers

Dave

[Allison-and-Mark0]

So how do the guests actually receive the refund?  They have already emailed me twice about it. Not sure if I mail them certified funds, Airbnb handles it or what.  Any suggestions?  Thank you.

[Dave-and-Deb0]

All refunds go through Airbnb.  If they are having issues have them contact Airbnb.  

[Allison-and-Mark0]

Thank you for the response.

[Dave-and-Deb0]

How did you make out on this @Allison-and-Mark0?  Would love to know how Airbnb handled the situtation.

[Allison-and-Mark0]

Airbnb refunded the guests directly.  On our folow up booking ( with our next guests), Airbnb subtracted the amount we refunded from our payout.  It all seems to have worked out for both parties involved.  Thanks for the helpful hints and information.

[Linda0]

In your review i hope you will mention why you were persuaded to refund this guest. Then the next host will know what to look for in case this guest thinks this is how to handle complaints and blackmail host for another refund.