Calculating the refund amount

[Bob39]

A guest just cancelled a 2-night reservation because her father just died, the trip was for them, and I want to give her a full refund.

My nightly rate is $199 and my cancellation policy is Strict.

An email message I received from AirBnB says:

"Per your cancellation policy, your payout has been updated to $193.03. Your guest was refunded $199.00.
...
You can also refund the full amount to the user by clicking the button below."

When I click on that button, it takes me to the Resolution Center, to send money, and it asks me to type in an amount.

Do I refund her my price for one night ($199.00) or do I type in my payout amount ($193.03)?

Thank you for your help.

[Robin4]

@Bob39 You type in your payout amount Bob, you will asked to confirm this is the amount you wish to refund and Airbnb will take care of it from there. 

Because, like you, I am a superhost each time this happens (and it does happen at least twice a month) I get instant access to customer support so, I have just a couple of minutes ago, finished dealing with a guest who booked my listing for this evening thinking it was in another state. ordinarily the guest doesn't get a refund as far as Airbnb are concerned but I think that is a bit unfair on the guest! So, I phone support and tell them the situation and tell them I wish the guest to be fully refunded and they put through a neutral cancellation so that the host is not penalised and the guest is fully refunded including the service fees.

Bob , it's quick and easy and the guests thinks the whole show is wonderful.

This is the way I prefer to handle it, I speak to the guest and tell them I will get onto CX and get them to handle it as a neutral cancellation, and it works well.....every time!

Cheers......Rob

[Bob39]

Thank you Rob. In this case the guest already cancelled and she got half of the money back from Airbnb. I just wanted to give her the rest back as I feel sorry for her, and the reservation wasn't until April anyway. Thank you for clarifying the amount to enter.

Bob

[Jeff158]

@Bob39 do not send any money, your guest might have only paid half up front with the balance a week before checkin,  ask the guest to ring customer service and they will get a full refund under the extenuating circumstances policy. Click the link for info:

https://www.airbnb.co.uk/help/article/1339/how-do-i-file-an-extenuating-circumstances-claim?q=extenu...

[Robin4]

@Bob39 How soon was the stay to take place? If the guest had paid half up front she would have been required to pay the balance 10 days before the stay, or the booking would have collapsed!

Jeff (who I can't tag)  has a legitimate point but it depends on the timing! But unfortunately the extenuating circumstances clause is open to individual interpretation and in many situations does not arrive at a satisfactory solution!

This is why I suggest it is best to work out a solution in person with a CX agent than simply follow the software programming!

Cheers.....Rob

[Bob39]

They paid back in July, for a 2-night stay that was supposed to take place November 2-4. In October she informed me that her father was sick with cancer and asked if they could postpone the dates. I agreed to change the dates to late April. Yesterday she cancelled the reservation and infoed me that her father died in November. They traveled together and the trip was for the 2 of them.

[Helen3]

To be honest , if the bereavement is in December for a trip four months later. , I  wouldn't have given the guest an additional refund .

Sad as the situation is, I don't see why a death in the family in December would mean the guest isn't in a position to travel four months later?

[Bob39]

Because it was her and her father going on the trip, and now he's dead.