Cancellation

[Kenia13]

Hello everyone, I have been on AirBnB for about a year now. Haven't hosted as much to know certain things. But I had a guest make a reservation on Thursday but then decided to cancel on Friday because of weather conditions (she reserved bc she was visiting her mom but rain and flooding caused power outage with her mom so mom told her to come some other time). On my cancellation policy i have full refund within five days. But now she is asking for a refund, I told her I would only charge $20 for cleaning bc i had to send someone out but how do i send a refund if i havent been paid out yet? 

[Emiel1]

@Kenia13,

The guest could contact Airbnb and ask for full refund (including Airbnb srvice costs) due to " extenuating circumstances":

https://www.airbnb.com/help/article/1339/how-do-i-file-an-extenuating-circumstances-claim

But then you will also not receive the cleaning fee...

Otherwise you can manually refund (the guest will loose Airbnb service fee anyway), but be sure the guest is not opting for the above mentioned at the same time.

You will be payed according the cancellation policy, so after that you can refund via resolution centre, keeping the cleaning fee.

Best regards,

Emiel