cancellation payouts

Neil1
Level 1
London, United Kingdom

cancellation payouts

We have a guest who wants to cancel a booking for July 16 and wants us to send her a cheque for £124.  She claims to have been in touch with AirBnB who have told her that we will be paid this amount next July as our cancellation policy is Moderate.  We don't believe this to be true and additionally the amount she is claiming is more than the service fee.  I'm not sure how to handle this and would appreciate some guidance on exactly what happens in this case.  

Neil and Anne

2 Replies 2
Dave-and-Deb0
Level 10
Edmonton, Canada

Hi Neil,

 

Never refund the money outside of Airbnb.  She needs to cancel the booking and since it is "moderate", Airbnb would refund her the amount minus their fee as per the cancellation policy.  That I believe is the way it is dealt with.

 

David

David

Superhost Ambassador ~ Host Club Community Leader ~ Community Expert ~ Experienced Co-Host

Queenie0
Level 10
United States

@Dave-and-Deb0 are correct. Have your guest put in a cancellation directly with Airbnb. She will get her refund in a few business days same as a host would be paid. Having to wait until July 2016  is not true. This sounds like someone who is setting you up by requesting a refund directly from you then requesting one from Airbnb. Never engage in financial transactions with a guest. That's what Airbnb is getting the big bucks for; let them do their job.

 

As for communicating with this guest, refer to Airbnb then do not communicate with her any more. You need not be involved with her anymore.