long term guest cancels midway through stay

[Erin443]

Please help me out- I had a couple cancel just two days into a 7 day stay. I told her I would refund 5 days because she claimed it was a family emergency. I sent the $150 through Airbnb, but now I'm wondering if Airbnb handles the refund? And the days are still blocked out on my calendar, so I can't get another booking. How do I handle this? Thanks! I'm a newbie and this was my 4th guest.

[Sarah977]

@Erin443  If the days are still blocked on the calendar, that means the guest did not cancel. If they don't cancel, the dates will remain blocked. And no, you shouldn't have refunded- when the guest cancels, they get refunded automatically according to your cancellation policy. And 7 days isn't a "long term" stay.

[Erin443]

Shoot! And now the guest is texting me telling her Knead that she's trying to cancel on her side and it keeps telling her there's an error. Is there someone directly that I can contact?   Thank you for your advice it is much appreciated.

[Jonathan6]

Call AirBnB.

[Erin443]

Thank you!