Payout returned

[Gail7]

I am new to Airbnb. I accepted a booking and my property manager double booked the villa from a different source. I am now having to reject my client but his status is showing awaiting payment. He has been very pleasant about the mixup and advises me that I need to reject his offer for the money to be returned to him - but I cannot find how to do this! Help!! 

[Clare0]

@Gail7 If the reservation has not been confirmed because of the "awaiting payment" status, ask the guest to cancel his request.  If the payment issue is now resolved, and the reservation has been confirmed, I'm afraid that you will have to cancel since it's not the guest's fault that your place was double booked.  This can be very costly for you as Airbnb penalizes hosts who cancel.  Read this

https://www.airbnb.com/help/article/990/how-do-host-cancellation-penalties-work

In the future, you and your property manager will have to be extra careful not to let this happen again!