Refunding a guest after they cancel the reservation

[Shannon-L0]

I have a guest that was supposed to stay 4/13-4/18 (5 nights). About an hour after checking in they decided to check out because I did not have a coffee maker...no joke. So they cancelled their reservation, left the key, and sent me a message saying they were leaving. Once I got the cancellation message from Airbnb I noticed that they were refunding the guest for one night's stay even though my cancellation policy is moderate and only offers a refund 5 days prior to their arrival. I'm a little confused on why I'm being penalized for her checking out early. This doesn't seem to match up with my cancellation policy and the only rules I can find regarding a guest cancelling after check-in say that Airbnb will still go by my cancellation policy. Could someone help me understand this? Thanks 🙂

[Dave-and-Deb0]

Hi @Shannon-L0,

With moderate cancellation policy, the guest gets refunded 50% of the remaining nights left 24 hours after they cancel.  If you had strict, they would not receive any money back.

[Shannon-L0]

Thanks for the info, but I haven't had any luck finding where that info is. Could you point me in the right direction?

[Dave-and-Deb0]

Hi @Shannon-L0,

https://www.airbnb.ca/home/cancellation_policies#moderate

[Shannon-L0]

Awesome. Thanks so much!