refund

[Joanne83]

A guest cancelled when her husband became very ill. We issued her a refund even though her stay was very close. She recieved the refund of the airbnb fee portion and shortly thereafter airbnb wrote to say that the guests rental fee had been deposited to my bank. I wanted the fee to go back to the guest. How can I fix this?

[Marit-Anne0]

@Joanne83

If you want the fee to go back to the guest, that would have to come out of your own pocket.  According to the terms at the time of booking, the airbnb fees were non-refundable.

Cancellation due to illness is normally covered by the travel insurance. If they did not have one, that is their loss and not really your responsability.

[Joanne83]

Actually, as i said, airbnb did refund their fee.  As for travel insurance I doubt whether many airbnb people are able to find travel insurance for their booking. As for the fee of course it has to come out of my own pocket of course it does bit the guest is in a different country. I am hoping to find a way to get airbnb to take it back from my account where they put it in error and to the send it to the guest.

[Marit-Anne0]

@Joanne83

A travel insurance will normally have a cancellation clause that covers illness, it has nothing to do with the booking as such. If the guests cancelled through the site, they will be refunded by airbnb according to your cancellation policy, airbnb does not deposit anything into your account by error. If you have refunded anything that exceeds your cancellation policy, it will be deducted from your next payout. 

[Marit-Anne0 · Accepted solution]

@Joanne83

You can refund any amount from the send or request money tab in the reservation.