Refunding guests

[Debs9]

We've recently had some guests that have cancelled in advance. The Airbnb help says that refunds are automatic but our guests have not received their 50% refund despite receiving a receipt .

So we issued the refund ourselves but are now concerned they will get refunded twice.  Has anyone else had this problem as we don't know what to do.

Thanks

Debs Bainbridge 

[Jeff158]

Ooops @Debs9 ring customer service and hope they can sort it out, it takes about 10 days for guest refunds to go through.

Click the link for ways to Contact-Airbnb-A-Community-Help-Guide

[Matthew285]

@Debs9 in the future, please leave all matters of money to Airbnb.

They control when guests have to pay, they hold the money, and they control who gets what money and when.

I know you were just trying to kind and thoughtful when you issued them a refund, but it does not help things at all when a host issues extra refund amounts.

If the guest is concerned that they have not received their refund, you must direct the guest to contact Airbnb directly. The host does not have the money. Only Airbnb can help with refund issues of this nature.

[David126]

@Debs9

Did you want to refund them 100%?

[Debs9]

50% refund. I have now got a phone number so I will try to call. Thanks David 

[Debs9]

Thanks Matthew for your advice. We've not dealt with a customer cancellation & refund before so we weren't sure what to do. Airbnb states the refund gets done automatically but our guest said they have had a receipt but no money so that's why we issued it. I hope we can get it back and not have paid out twice. 

Thanks 

[Debs9]

Thanks Jeff yes I will ring them as I don't want to have lost money. 

[Helen3]

@Debs9 in this situation it is up to the customer to talk to Airbnb if they want to chase up their refund.

I do hope Airbnb can help you, but you might have lost your money by doing this.

[Debs9]

Thanks Helen. It's really annoying! It's been a month since she cancelled the booking so you'd have thought she would have received the refund by now. But hasn't.  I don't know how long Airbnb allows for refunds, any ideas? 

Hope it will sort and haven't lost our money.

[Helen3]

What did Airbnb say when you spoke to them about this @Debs0?

[Lizzie]

Hello @Debs9,

Lovely to meet you. @Helen3, @David126, @Matthew285, @Jeff158 have given you some great pointers here and I am glad you have contacted our Support Team about this.

In general though, once the payment has been accepted, then processed I believe it usually takes about 5 days to be received by the guest (there are some exceptions such as payment method though/bank holidays etc.).

I really hope you get this sorted and please do keep us updated if you can. 

Thanks,

Lizzie 

[David126]

For some reason I can only join in by hitting the top post reply button, nothing else works.

@Debs9 Not wishing to be too cynical but how do you know what the prospective Guest did or did not get in the way of a refund?

One of the nice things about using ABB is that you do not deal with the financial side, you get paid net.