Hello,
I have just offered a guest a partial refund of their acommodation cost after they cancelled, even though our cancellation policy stated we would retain their deposit payment. Out of kindness, I offered the refund (minus our Service Fee). The Guest requested the refund via the Dispute Resolution Centre. When I offered the partial refund, AirBnB responded by saying "We’ll deduct $1091 from your next payout and send the money to [guest]". Does this mean we will still receive the full payment for this guest when his booking comes around, and in the meantime, AirBnB will send him money deducted from our next AirBnB guest (who arrives sooner)? We need to know how this payment system works so we can keep our accounts in order.
Please help!
Brooke
