Can I offer a full refund and how?

Mark893
Level 2
London, United Kingdom

Can I offer a full refund and how?

Hi,

 

I had a guest book today (they're new on Airbnb).

Their check-in is on the 10th Aug.

 

They now want a refund (don't ask...)

My policy is set to:

Strict
Full refund for cancellations made within 48 hours of booking, if the check-in date is at least 14 days away. 50% refund for cancellations made at least 7 days before check-in. No refunds for cancellations made within 7 days of check-in.
 
As the check-in is less than 7 days away they are not being offered a refund by the automated system.
Is there a way I can offer them a full refund ? (Without waiting on the phone for 30 minutes for someone to answer!).
 
Thanks
Mark
1 Reply 1
Emiel1
Level 10
Leeuwarden, The Netherlands

@Mark893 

Use the resolution centre.

Select reservation, choose "sent or receive money' and follow the options..