Can I offer a full refund and how?

[Mark893]

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

[Emiel1]

@Mark893 

Use the resolution centre.

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