How do I refund a guest who cancelled after booking using a voucher?

[Margie20]

Hi, Ive had a guest cancel and I want to give them a full refund, but because they booked using a voucher, the site isnt giving me that option. The only option I have when I look at the details of their booking/cancellation is to offer them a special offer. Any suggestions?

Cheers Margie

[Alice-and-Jeff0]

@Margie20 - You cannot reissue a voucher.  The guest must get this back from Airbnb.  The guest is beholden to your cancellation policy (strict) for cancelling: 

https://www.airbnb.com/home/cancellation_policies#strict 

If you want to pay them out of your pocket for the 50% (or more) that they agreed to pay you when they booked, you can do that directly.  However, I would counsel you not to do this as it is a way for them to get cash for the value of a voucher. It's laundering money and probably illegal in your country - you cannot give cash value for items given to the guest for free.  

If they are eligible for a refund based on the Extenuating Circumstances policy, they need to apply for that themselves.  

This is a lesson in knowing that you do not actually control the money - Airbnb does.