refunds

[Sydney20]

I had a booking  in which I have a strict cancellation policy.  The client stated that something came up in which I felt I should give her a refund.  Airbnb stated that her booking was $184.00.  She then stated that the refund was only 82% of the booking fee.  Airbnb only allowed me to refund her my portion I am assumming.  She states that I was deceitful, I feel next time I won't have a change of heart and just go with the strict policy.  Any comments or advice on this?

[Linda108]

It is always best to refer the guest to contact Air BNB for any cancellation rather than try to handle it yourself.  That is what you pay a fee for.  Then if they have a problem with the refund amount, they can argue with Air BNB.