Issuing a refund for a guest cancellation when I haven't received funds yet?

[Heather133]

Hello Airbnb Hivemind,

I'm hoping some of you can clear this up for me. I had a guest cancel for a reservation at the end of this year. There was a death in the family and their plans changed. Airbnb refunded her half per our "strict" cancellation policy. I told her I'd be happy to refund the balance as long as the dates were re-rented by someone else. The dates were re-rented and I'd like to issue full refund. When I go to do this, Airbnb says they'll take the money from my payment account. I haven't received the money yet, so I'm curious... Does this mean they'll charge me the $1500?! I'm confused! If that's the case I'd certainly prefer to wait until I receive it.

Thanks for your help!

Heather

[Emiel1]

@Heather133 

Maybe the guest can claim full refund at Airbnb (includes Guest Service Feealso !) due to "extenuating cirumstances" ? Them Airbnb will handle te case:

https://www.airbnb.com/help/article/1339/how-do-i-file-an-extenuating-circumstances-claim

Otherwise:

If you look into your Transaction History (future Transactions), you probably will see the "50%" as a payout scheduled. It means Airbnb will deduct it from there (so full refund brings balance to zero). If you do the refund "by the book" (use the "sent money" option on the reservation), then you usally can not refund more then what is on the balance anyway.

best regards,

Emiel

[Jeff158]

@Heather133 

DO NOT REFUND, your guest has probably only paid a 50% deposit with the balance due nearer checkin.

Ring customer service and they will sort it out