@Robin4
Bonjour,
Not sure I have understood the whole payment story.
But it’s again Airbnb. Very generous with other’s money.
This “argent” which belongs to them. Their account, not ours. Do what they want with it.
I discovered such this year. When a guest claimed for extenuating circumstances. In my back.
As a fact, Airbnb, despite high fees on both sides, does not cover hosts with insurance. Even when host’s policy is strict. A scandal.
But, of course, they retain their own fees ; from guests. In any “circumstance”.
Now, when guests cancel, wish a refund… I pedagogically explain. Please, check first your credit card insurance, your insurance policy if any… Then, try to find the best solution.
Most of all, I explain guests how it works with Airbnb. Which makes us feel guilty if we do not refund… but will anyway keep fees…
Airbnb, by all means, does not want guests and hosts to exchange about what they receive from them respectively. Easy to understand.
In your case, you are right to defend your guests. You paid back.
So, must not look unfair.
Bien à vous.