refund guest

[Paul70]

Hi there, I'm trying to refund a guest I had to cancel on due to a family emergency -- he got my part of his payment back but AirBnB kept their service fee. So I'd like to arrange to pay that back to him and add a bit from me for his trouble. The reservation having been cancelled, no refund button appears on the booking page. AirBnB's help guide suggests using the resolutions centre, but once you select "refund a guest" it just, maddeningly, sends you round in circles, back to the resolutions page.

I am doing something wrong or is the page really designed like this?

Help!!

Thanks, Paul 

[Anna-and-Marcos0]

Hi! This may help - the guest can request a full refund from airbnb, if they don't, the money is held in airbnb for them to use towards a future booking:

https://www.airbnb.co.nz/help/article/170/what-to-do-if-your-host-cancels