Guest wishes to cancel

[Elizabeth421]

Hello

someone made a reservation and then immediately decided to cancel.  My policy is strict, so that she wont be refunded if I dont cancel.  However I dont want to charge her.  I want to be able to cancel the reservation with no fee to me, of course, because it is her that wants to cancel.  If I request to cancel there is a popup that says for me to ask the guest to request to cancel or else I will pay a fee.  so I did this.  She sent me a request to cancel, when I try to act on that I get the same message that I will be charged if I cancel.  is there a way for her to request to cancel from her end so that I dont have to pay a fee?  what is the best way to do this?  

[Alice-and-Jeff0]

@Elizabeth421 - yes, the guest needs to make the cancellation.  https://www.airbnb.com/help/article/43/what-happens-if-my-guest-cancels

https://www.airbnb.com/help/article/544/what-is-airbnb-s-guest-refund-policy

She will be refunded based on your cancellation policy.  If you choose to provide more, you can do so via the Resolution Center.  

https://www.airbnb.com/help/article/1335/what-happens-to-my-payout-if-my-guest-cancels

https://www.airbnb.com/help/article/767/what-is-the-resolution-center

When the guest is initiating the cancellation she is saying she is doing in on YOUR behalf.  When that comes through say "no" you are not okay with the cancellation (because that means YOU are canceling).  Then Airbnb will refund the guest per the Strict Policy and you can refund her the rest out of your own money.  Airbnb typically will pay you your amount remaining for the cancellation 24 hours after the date of the original reservation.  

And if you cancel, it is not just money that is at stake.  Here are all the penalties that apply: https://www.airbnb.com/help/article/990/i-m-a-host--what-penalties-apply-if-i-need-to-cancel-a-reser...