Flexible cancellation

[Sandra7935]

I have guests adding in two days time.  They y need to cancel and I am happy to do this but they are being shown that they will get 100 plus back...not 400 plus that they paid for two double rooms. Anyone have any idea why? 

[Emiel1]

@Sandra7935 

I see you listing indeed has the "fexible cancellation policy" attached to it.

If guest cancel 24 hours before check-in time , then they will have a full refund. And this should be shown on their cancellation screen..

(Your check-in time is also fexible, I see Airbnb has set it for cancellation policy to 3:00 pm).

If there is an error, the guest should contact Airbnb.

If they proceed with cancellation, then you can refund the remaining money via the resolution centre.

(But then guest will not receive back Airbnb service fees paid).

[Patricia2526 · Accepted solution]

Hi @Sandra7935 

Most probably the extra fees you’re seeing that were refunded are the guest service fees that the guest paid to use the platform, or possibly taxes that were automatically collected and later adjusted. On Airbnb, guests usually pay additional charges on top of the nightly rate, such as the service fee and applicable taxes depending on the location.

When a reservation is canceled or modified, Airbnb often refunds these amounts to the guest, which can appear in the transaction history as extra refunded fees. In many cases, these are not part of the host’s payout but are fees handled directly by Airbnb.