Guest refund

[Janella1]

Hi,

I just had a guest who had booked a room at the wrong date and had asked for cancellation of her booking. She cancelled it on the day of the supposed check-in. Even though I set my policy to strict, we talked about it and I decided to refund her fully. It has been 3 weeks since I did a refund, but she messaged me just now that she has not received her refund yet. She received a notification email that she will receive the refund in 2 days, but as I said, it has been 3 weeks already and she hasnt received any. 

Is it because my listing is under strict policy, which is why a full refund is not valid?

Jan

[Kelly87]

How did you refund the money? What procedure did you use? Did you discuss this with Airbnb?

[Janella1]

I used the Resolution Center's Refund option. It is also stated that the transaction is done and closed. and No, I haven't discussed this yet with Airbnb

[Kelly87]

Ok, 

So then tell the guest: "I refunded you through the resolution center, and it shows me that you receieved the refund. I cannot discuss your account with Airbnb, they will not disclose your information to me. And Airbnb handles all payments and processes all refunds, so unfortunately you must contact Airbnb to resolve this problem, there is nothing further I can do."

Next, in the future, in cases like this contact airbnb and tell them "I had a guest cancel, but they canceled within the cancelation policy so they are not getting a full refund. However, I want to be a good host and they have explained to me why they should get a full refund, so I would like to waive this requirement and allow them to be refunded fully."

[Alice-and-Jeff0]

Since you do not handle the money, you should ask the guest to make sure they are working directly with Airbnb.  You cannot handle finances on their behalf.  

That being said, how did you agree to give her a refund? Hopefully you uses the Resolution Center so there should be a record of where the refund is in the process.  Check on it there.  

[Janella1]

Yes I did use the Resolution Center.

I refunded for her since she booked the room mistakenly on Aug 2017 when actually she wanted to stay on Aug 2016. 

[Zandra0]

I'm guessing you mean she booked for August 2016 instead of August 2017 otherwise how could she have cancelled on the day of check in?

Sounds fishy to me; like someone trying to get around getting a a refund? Why wasn't the solution to just change her booking to the right date?

[Zandra0]

I'm guessing you mean she booked for August 2016 instead of August 2017 otherwise how could she have cancelled on the day of check in?

Sounds fishy to me; like someone trying to get around getting a a refund? Why wasn't the solution to just change her booking to the right date?

Fishy, fishy fishy.