refund a guest

[Sami4]

Hi there, 

I have a moderate cancellation policy - i.e. guest will pay fees if they cancel within 5 days. The guest has cancelled within 2 days of the booking, but I am happy to accept their cancellation and refund the full amount of the stay.

I haven't received a payout from Airbnb, but the money has left the guest's account. How can I ensure that the guest receives the full amount as soon as possible?

thank you,

Sami

[Dave-and-Deb0]

Hi @Sami4,

Is there a reason why you have a "moderate" cancellation policy if you are not going to follow through on it?  Maybe you need to change your policy to be "flexible".  I am not trying to start anything by asking this question but it truly is something you should think about.  By not following through with your cancellation policy, you are showing the guest that cancellation policies really do not mean anything and they guest may expect the next host to refund them in full and could cause some issues.

You will not receive a payout from Airbnb as you only get paid out 24 hours after the guest checks in.  Airbnb will pay you the first night in full and the other nights at 50% 24 hours after the guest was "suppose" to check in.  If you wish to refund them completely, go into your reservations and there should be an "Issue Refund" button.  Enter the amount you wish to refund them and submit it.  You may also be able to do this via the Resolution Center but I am not sure about guests who cancel before arriving.

Here are two Airbnb articles:

https://www.airbnb.ca/help/article/43/what-happens-if-my-guest-cancels-a-reservation

https://www.airbnb.ca/help/article/165/how-do-i-refund-my-guest

Dave