guest claims no refund received

[Morgan31]

We cancelled an "Instant Book" booking.  On our profile it says that the guest has been refunded; we received no payout.  The cancelled booking was a month ago.  The guest claims, via messages, that they've received no refund.  Some other details: our listing is in the UK; the guest is in China.  I wanted to contact AirBnB to ask what happened but can't see any way to do that.  Basically I just want to try and help this guest get their refund but I don't know how to start.

[David126]

Suggest that they contact AirBnB, nothing you can do.

[Linda108]

@Morgan31  @David126 is correct.  The guest needs to contact Air BNB.  They should have an Air BNB contact number on the original reservation confirmation.  Air BNB may need information about the payment method that you do not have access to so it is better to have the guest make the contact.  Since Air BNB collects a healthy fee from both guest and host, I think they need to earn it 🙂

[Morgan31]

Thanks @David126 and @Linda108.  I've passed your messages on to the guest.  Appreciate your help.