Hi @Lee-and-Sue0 What a nightmare for you! You can go to the Resolution Centre, then "send money" & refund the guest in full that way. Or, and this is likely the better way to go, you can ask her to cancel the remainder of her stay (don't you do this for her! there will be penalties for you if you do), then your cancellation policy will kick in & she will automatically be refunded accordingly. If not in full, you can send her the remainder through the Resolution Centre. (Sorry I didn't look to see what your cancellation policy was.) Hope that helps! Karen