refund for a repeat guest

[Kathy39]

Hi community I could use some advise. A regular guest needs to cancel his visit tomorrow due to illness and I want to make an exception to our policy and issue him a complete refund since he is such a good guest. But he already has another stay scheduled which seems to be complicating things. The platform thinks I want to send him money related to his next stay. Any ideas? Thank you.

Kathy

[Emiel1]

@Kathy39 

If the guest has to cancel because of "extenuating circumstances", this procedure could lead to a full refund (which also include the Airbnb fees):

https://www.airbnb.com/help/article/1339/how-do-i-file-an-extenuating-circumstances-claim

If it does not work out for the guest, you can refund him manually by choosing the cancelled reservation from your list of reservations and click : sent or receive money , an option on the pulldown menu when  clicking the "three dots" at end of line.

Best regards,

Emiel