cancelations

[Jelena29]

This is my first cancelling, and I don't know what to do. My guest decided to alternate her staying after two days of check in. I offered refund and she accepted officially  but I'm not sure if I have to pay her back, or it is going automatically through this service. Note: I don't have a bank account option to pay online, I only can receive the money.

Please, help

[Linda108]

@Jelena29  The guest should go through Air BNB to request a change in the reservation.  On the reservation confirmation is the option to change or cancel.  Air BNB will process the change according to your cancellation policy.  Meanwhile, take time to review the process in the Help Center about cancellations, and modifications and refunds.  You can make many expensive mistakes until you become educated and the best way is to make use of the Help Center.  Good Luck

[Jelena29]

Thank you Linda, I already tried to fugure it out by reading, but still no idea what to do. I can't find direct message board to airbnb team. That would probably help.

[Linda108]

@Jelena29   There is a community guide here in this forum (look under Discuss) with the information about ways to contact Air BNB.  Includes phone numbers at the end.  However, you also migh use search terms in this host forum for good instruction as well.

[Wendy-and-Frank0]

Don't cancel the reservation.  Make the guest cancel.

If YOU cancel, ABB will block your dates and they may fine you.

[Jelena29]

Thanks! I was under the stress while it was going on, so I'm not sure if I canceled and she confirmed or the other way around, but when we did it (she was standing next to me) my dates for the rest of her staying that she wouldn't use, turned up to be open for the booking.

I have no Idea how that happened, but the last update is that now I sent her money back, and they will charge me from my next payout.

I guess there was no penalty. Or it will happen later on, when they decide if I should lose my superhost status.

I hope for the best.

Thanks for respond and support!