Hola @Raul67
That is very kind of you! Don’t love that you have an issue, but LOVE seeing these kinds of posts where the Hosts show some compassion.
I imagine you have no problem cancelling because you changed your cancellation policy and they now fall within those new specifics? They are cancelling in the allotted time frame?
Anyway, just because you are offering them a full refund, doesn’t mean you have to get hit with the Host Cancellation Penalties .
Contact the guests again and inform them that you are happy to refund them, in full, provided they send you a cancellation request. Once you receive this, approve their request and then you can send them their refund through the Airbnb Resolution Center. Here is some information: https://www.airbnb.com/help/article/767/what-is-the-resolution-center
Because you have approved their cancellation request, there should be an option to Send/Receive money to your guest.
Personally, I would wait until the funds are full in my account before I complete this, but of course that is up to you.
Hope this is helpful! Let me know if you have any more questions, happy to help!
Happy Hosting!
Izzie, Co-Host
LOV Puerto Rico