issuing guest refund

[Laura787]

We have a strict cancellation policy but wish to waive it for a guest who has cancelled.  Help Center says to visit "Your Reservations" and click "Issue Refund".  I do not see "Issue Refund" anywhere on that page.

[Helen3]

Your guest needs to cancel, then Airbnb will contact you and ask you if you want to refund over and above what you need to under you cancelllation terms.

Have a look at Airbnb's help centre under guest cancellation for more information.

[Laura787]

Status shows up as "cancelled" on airbnb but I've not heard from airbnb.

[Laura787]

I consulted Help Center 1st and see below for what's there.  There's no "Issue Refund" under "Your reservations".   Guest canceled before check-in date

If your guest canceled the reservation before the check-in date, you can give them an additional refund beyond what the cancellation policy provides by going to your reservations and clicking Issue Refund.

[Helen3]

Ok, @Laura787 you didn't mention initially that the guest had already cancelled.

You'll need to call Airbnb. Should be on your booking confirmation or 2nd post Community Help.