Refunding a guest

[Zia2]

Hi I had a guest want to extend her booking for an extra day.  However when she did this, the charge for doing that was very expensive compared to the rate she was paying for the nights of her original booking.  As a host I am happy for her to have the extra night at the same cost as the other nights.  How do I refund her money to her?

[Paul1255]

Hi @Zia2  I hope you are well!

You can raise the refund via the resolution centre:

https://www.airbnb.co.uk/help/article/165/how-do-i-refund-my-guest

Best wishes

Paul 🙂

[Zia2]

Hi Paul

Yes I have seen this but this I don;t understand: 

To refund a guest before their check-in date, go to Your reservations on airbnb.com, select a reservation, and clicking Issue refund.

I see nowhere to click on Issue Refund?  I go to the details of the reservation and don;t see that option anywhere.  Apologies if I am being blind and not seeing it.

Thanks 
Zia

[Paul1255]

Hi @Zia2  when you go into the reservation click on "send or request money"

that will take you to a screen and you click on the circle to select "send money" or "request money"

You want to click on send money, then click the "next" button, select the reason, "other trip related issues", click next to add the amount to send, add a message to explain why, and click next again.

Working for me this end when I try it on a reservation.