Hi there
I am very new to airbnb so am a little unsure about this. I have a 'strict' cancellation policy. A guest made a booking for a few weeks hence and we had a few emails backwards and forwards chit chatting, everything was ok.
Then out of the blue they said they wanted to cancel (it was still weeks away at this point). I said how disappointed I was and tried everything possible to offer alternate dates, and discounts but he was adamant he wanted to cancel so I said unfortunately they would have to do it from their end as I didn't want to be penalised.
The guest then kicked off about the cancellation policy saying it was outrageous that they would lose 50% even though the booking was weeks away.
After lots of emails (where I remained polite at all times) I finally caved in and said if the weekend got rebooked I would refund all their money bar £50.
One of the days rebooked but the other didn't.
The guest is now asking for the rest of the refund. I have replied to say the money actually takes a few days to arrive in my account and I also want to make sure the second booking does not cancel or leave early.
I have looked on the resolution centre and on the forum - it says if you click refund there ought to be a 'partial refund' option but when I go to that area I can only see the option to 'refund for cancellation' and I don't want to release the whole lot. There doesn't appear to be a 'partial refund' option - or am I being stupid.
Is it on the next page?
I don't want to click OK in case it refunds everything then it is too late to go back.
How do I go about this.
I would prefer to do everything through Airbnb rather than paypal the money outside of airbnb.
Any suggestions welcome.
Also - where does the fund come from - if I the guests payment for booking is winging its way to me, where will the refund cash come from - will it be deducted from my next booking or will I physically have to pay it.