How does the refund policy work?

[Candace12]

Hi,

I had my refund policy set to "moderate" which means they get a full refund if they cancel 5 days prior.

So this person cancelled today for her booking which is 3 days out. Why is she getting 156$ refunded and my payout has been reduced by this amount?  I was assuming since she cancelled less than 5 days prior to the booking she would not get  a refund?

Thanks for assistance

[Cynthia-and-Chris1]

She may have had extenuating circumstances in which Airbnb refunded her more.

[Steve143]

Hello @Candace12,

You don't say how long the booking was for.

Was it for more than one night?

If so, then a refund of 50% of the accommodation fees for the second and subsequent nights will be given.

See the details of the moderate policy at the link below.

cancellation_policies#moderate

If it was for one night then it must have been as @Cynthia-and-Chris1 suggest.

Steve.

[Candace12]

Yes they were staying for I think 4 nights. So I guess they got credit for 1/2 or something.

I think I'm changing my cancellation policy to strict.  I find this policy a little misleading - they cancelled the booking 3 days prior they should have to pay for the whole booking - it will be very unlikely anyone else will book at Christmas now...