When the guest is entitled for refund, be it full or partial, after cancellation, would airbnb do the refund accordingly and automatically before they remit the fund to the host? Or would they leave the host to do the refund?
One of our guests asked to reschedule the booking three days before the day of expected arrival. We couldn't do the reschdule she eventually cancelled the booking.
According to our selected cancellation policy which is strict, which means according to our understanding she is not entitled for any refund even if we take the date of asking reschedule as an advice of cancellation. Do we understand correctly?
Now she's sent a money request for full refund minus guest's airbnb service fee but including host's airbnb service fee. We haven't received the money from airbnb. Even if we do eventually we would not get the refund of host's airbnb service fee. But she asked for that as well.
It seems airbnb simply leaves us to our own devices. Would airbnb be the adjudicator?
We would expect airbnb be in charge of the cancellation and refund as well.
https://www.airbnb.ca/help/contact_us says "Note: The option to involve Airbnb will not become available until 72 hours after you've submitted your refund request to your host."
It looks like the guest would have to ask for refund directly from the host.
