I want to refund my guest after canceling the reservation

[Yasmin10]

Hello,

I am really in a problem, and I can not find the answers in the community center.
I have to say that it is really hard to resolve things when there's no human support.
I really hope this massage wil reach a human and not a computer 🙂

The problem is - I wrote to a few of my guests that my building is forgoing cleaning and renovation and that it is a possibility that the renovating will be continuing during thhere scheduled stay.
I left them the option to cancel the resrvation and get a full refund. One of them returnd to me and decided to cancel. After reading Airbnb instructions for canceling and refund, I understood that it better that they'll cancel it  firdt and just after that I'll send them the refund. The problem is that after canceling I can not find there reservation on the "Resolution Center", they disappeared from there. 

What shell I do know? 

I really hope to get an answer! 

Thank you,
Yasmin.

[Kelly87]

If the guest canceled you should NOT refund them, Airbnb will refund them.

Here are two caveats:

1) If they canceled after the deadline (if you have STRICT set, with in 5 days of the booking) they will receive only a partial refund

2) Airbnb will still charge them their fee

In both cases contact Airbnb and tell them the situation: "I asked the guest to cancel due to circumstances beyond my control, and I am ok with providing them a full refund." Airbnb will the refund them fully, including their fee (typically) or will arrange an alternative for them in the Airbnb community.

Airbnb Israel: 

Israel

+972 3 939 9977

[Yasmin10]

[Yasmin10]

Thank you both for you answer!
Afer my gust desuded to cancel she sent me a request to cancel, as you can see in the screenshot. But I am afraid that now she won't gst the whole refund, and I can not find a why to reach the support center. Is this the support number?

[Kelly87]

@Yasmin10

Call

Airbnb Israel: 

Israel

+972 3 939 9977

[Yasmin10]

Thank you!

[Linda108]

@Yasmin10 I am unclear what the host forum can do for you.  Am I correct in thinking you want to reach an Air BNB staff person?  If so, google "contact air bnb" and you will get several options including phone numbers to reach a staff person.  Or select Community Help on this website and you will see a guide to contact Air BNB. Let us know if there is something else to assist.

[Yasmin10]

Yes, I want to find Air BNB staff person! 🙂
There's no way to write them? I really tried and all I found is this community center....

[David126]

As you cancelled the guest gets everything back including a bonus for inconveniance.

You will be penalised in accordance with the cancellation conditions for hosts.

[Alice-and-Jeff0]

This sounds like it is an extenuation circumstance for a cancellation - 

https://www.airbnb.com/help/article/1320/what-is-airbnb-s-extenuating-circumstances-policy

• Severe property damage or unforeseen maintenance issues that directly impact the ability to host safely

Get in touch with the guest and make sure they open a claim to have all their money refunded.  Get in touch with Airbnb and make sure you have told them of the situation.  

https://community.airbnb.com/t5/Community-Help/Contact-Airbnb-A-Community-Help-Guide/m-p/16165#M728%...