refund

[Jane113]

I have a strict cancellation policy. However, guest has evidenced being in hospital and unable to stay. How do I cancel, give a refund without effecting Superhost status.

[Jeff158]

@Jane113 Do not cancel the booking

Your guest has to contact airbnb and cancel due to extenuating circumstances.

https://www.airbnb.co.uk/help/article/1339/how-do-i-file-an-extenuating-circumstances-claim

[Alexandra316]

@Jane113 You don't: the guest needs to make the cancellation. If you cancel, you will lose your Superhost and be subject to any other regular penalties. If the guests are unable to due to being in hospital, I would call Airbnb and explain the situation: they can contact the guest and help them to make the cancellation. Here's a guide on how to contact them:

https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide-UPDATED/td-p/413245

[Jane113]

Thank you Alexandra

[Lisa723]

Definitely do not cancel on the guest's behalf. They can do as @Jeff158 suggests, or you can call Airbnb and explain the situation and they will do it, or the guest can just cancel and you will be given the option to refund with the cancellation notice.

[Jane113]

Thank you Lisa