Need help!

[Jill862]

Hello-

A guest messaged me last night saying her daughter (with some sort of auto-immune disease) has come down with a fever. (They're supposed to check in on Friday, in 2 days). She is very worried about Covid, and is wondering if she could get a refund. My refund policy is set to strict, but I told her I would work with her to get a full refund. (I really don't want them coming if they are sick). 

How do I ask AirBnB to refund the whole thing to her? Need some advice...

Thanks,

Jill

[Gordon0 · Accepted solution]

She'll need to contact customer services, @Jill862, unless you fancy a long ride on the virtual merry-go-round yourself. 

[Jill862]

Thank you so much. I'll have her do that.

Appreciate your reply-

Jill