flood in my apartment

[Lee-and-Sue0]

My guest called me a couple of hours after checking in to tell me that she heard a bang and suddenly the aparmtent began to flood. The bathroom, hall and lounge were totally flooded. She has had to leave as ive had to turn off the water supply. Looks like a pipe has burst under the floor.

Shes wants a full refund....how can i get this done? cant get hold of airbnb.

[Karen-and-Brian0]

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

[David126]

Contact AirBnB, this is an extenuating circumstance and they can process a full refund.