Canceled rezervation

[Jahja0]

Hello people, I am new to air bnb, a guest reserved for tomorow and canceled, now she wants her money back, how should I turn back her money, Will I be charged with a fee or how does it work, I saw an optio  send money is this the corect option in air bnb while I am not sure I dont need to send her money I only need to aprove her canceled rezervatio ...

Thnx a lot to all, happy holidays!

[Alicia753]

Hi Jahja,

If you decide not to enforce your cancellation policy and wish to issue a refund, it’s best to avoid using the "Send Money" feature or the Resolution Center. Refunds made through these options will not include the Airbnb service fee, which might cause confusion for the guest.

Instead, we recommend contacting Airbnb Support directly. Inform them that you’re willing to override the cancellation policy and refund the guest in full. The support agents can facilitate this process and ensure the refund is handled properly.

Additionally, confirm with the Airbnb agent whether the service fee will be included in the refund. This allows you to provide accurate information to the guest and maintain a positive relationship, as they may choose to book with you again in the future.

I hope this helps.

All the best,

Upfish Management

[Helen3]

Normally if a guest cancels any cancellation will be processed in line with the cancellation policy you set up for your listing - which the guest signed up to when the booked.

this means they may not be eligible for a refund.

i would advise her to cancel through airbnb and it will show her how much refund if any she will be entitled to.

personally as a host I wouldn't chose to voluntarily refund more than the guest is entitled to for such a last  minute cancellation. @Jahja0 

[Alex]

Hi @Jahja0 ! Hope everything going well and you are enjoying the holidays. 🎄

Did the suggestions from @Helen3  or @Alicia753  work for you? I hope their advice was helpful in resolving the situation you were dealing with. 😄

Warm regards, 

Alex