Refund to guests

[Johnny205]

Hi all,

I had a guest cancel their booking due to a medical emergency. The booking itself is two months away so I am confident that I can re-let the slot. I have authorised, on request of Airbnb, that the refund is sent to the guest. Apparently this refund comes out of my next booking payment - even though Airbnb have not paid me for the cancelled booking and are sitting on the money the guest has paid to them in advance. This doesn't seem at all fair?! Any views?!!

[Yadira22]

Hi @Johnny205 

if you sent a full refund this is not the case as the money should be refunded to the guest directly within 15 days time, as I have read and seen with some of my guests.

however, if you sent a payment (for the refund) via the resolution form then (which I suspect happened) this is how it will have been dealt with. 

Either way- Airbnb is best to contact as to provide you more details. 
 Good luck to you. 
Yadira 🙂

[Sandra856 · Accepted solution]

Hi @Johnny205 🙂

When your guest cancels your guest gets refunded according to your cancellation policy. You don't have to do a thing. You can see how much your new pay-out will be when you receive the cancellation mail. In case you are entitled to money you do not want to keep - but refund - contact airbnb and they can help you out. That way you are not refunding money you haven't received yet.

Best, Sandra 

[Johnny205]

Thank you for all your help everyone. Much appreciated! I think we are on the way to resolving this . xx