Refund to a guest

[Janice249]

A

[Ana1136]

@Janice249 since that falls under the extenuating policy, she needs to provide documentation to Airbnb and they will give her a full refund, you don't have to do anything.

https://www.airbnb.com/help/article/1320/what-if-i-need-to-cancel-because-of-an-emergency-or-unavoid...

[Gerry-And-Rashid0]

@Janice249 @If you mean a full and total refund including the booking fee they paid to Airbnb then they will need to make a claim themselves to Airbnb. Once you are paid you can refund them through the reservation page for their booking - but that does not include their booking fee. Whichever route you follow make sure they are not refunded twice at your expense. I would give them the option of a refund from you or a full/total refund from AirBnB (which they will have to initiate under the Extenuating Circumstances Policy)