Refund request after cancellation - request is in Euros

[Tina60]

I have a strict refund policy.  The day following the reservation the individual canceled and asked for a refund, in lieu of my strict policy.  Since she cancelled 30 days prior to her arrival i agreed.  Before i could issue the refund she opened a resolution ticket.  My questions:

1) Will opening a resolution ticket by her count against my rating?

2) The refund amount is in Euros.  How do i know i'm not refunding her more than i agreed to?

3) I have submitted 2 requests for clarification to Airbnb help section and have had no reply.

Any feedback is appreciated.

Thank you

Tina

[Ange2]

Hi @Tina60

If it is outside the strict cancellation policy cutoff  (I wasn't clear on that) why not just ask her to cancel her reservation it's by far the easiest way to go. She will be then be refunded everything she paid except the airbnb fee and no penalty for you.

Note:  Do not cancel the reservation yourself, the guest must do it. If you do it you will be penalized and possibly fined.

As for questions: 

1.  I don't think so. 

2.  If her cancelling is not possible due to your policy ask her to send a screenshot of the amount she paid in Euros, it will list amount in Euros including the Airbnb fee, which is not refunded.  As the exchange rate fluctuates it's probably the better way to go. Although currency exchange can be a tricky thing with hidden fees for conversion. So maybe better to call Airbnb so you don't end up paying back more than was received.

3. Search on this forum for "Contact Airbnb" there is a post with all the many ways.

Best

[Tina60]

Thank you for the info. It was helpful.  I found the issue refund option, which previously wasn't visible on her cancelled reservation.  I appreciate your advice