Refund guest with cancelled credit card

[Sean-and-Brittney0]

How do I go about refunding a guest who has cancelled their credit card (due to concerns about fraudulent charges) since placing their reservation? 

[Steve143]

Hello @Sean-and-Brittney0,

All guest payment issues are a matter between Airbnb and the guest.

When the guest cancelled their credit card they should have registered a new one with Airbnb.

If you wish to refund the guest then you can do so via the resolution centre. Airbnb will then handle the refund process.

If you have already received payment for that guest then Aribnb will deduct the refund amount from your next guest payment.

One way to find the resolution centre is to type "resolution" in the search box under "Help". Then click on "Visit resolution centre".

You then select "Send money" and then select the reservation in question.

Steve.

[Noelle4]

This same thing happened to me (host) when a guest needed to cancel bc of Covid19 but they wanted the refund to a different card bc they had closed the original payment method. Below is Airbnb's response. 

Airbnb Support8:32 AM

This is Halimat, one of the Community Education Specialist here at Airbnb. Thank you for reaching out to us regarding your reservation with *****.

I'm glad that I was able to answer your queries/assist you with your concern and as discussed, should the reservation be canceled, we only refund to the original payment method.

Please inform your guest to contact their bank as they should be able to forward their refund.

If in any case, you need further assistance, please feel free to reach out to us anytime as we will be glad to help.