Guest cancelling a long term stay

[Jasmine531]

I have a guest who booked back in August. She booked and blocked off Sept 6- December 16th. 
Due to no fault on our end she is wanting to cancel her reservation about 3 weeks into her stay because of “family issues”. 
We have our cancelation policy for long-term stays set to “strict”. Which means when she cancels she needs to check out, and pay for the next 30 following. The remainder after that she will be refunded. 
I think that’s more than fair as we were fully booked before her and how have to fill November on short notice. 
She sent me a screenshot that says the host can choose to refund you additionally. She’s basically asking me to send her the money back when I receive it. I haven’t responded yet as I’m put in an uncomfortable situation. I don’t want to proceed with giving her the additional refund, but also don’t want to flat out reject what she’s asking. Anyone know a nice way to go about this as she’s still living in my unit and hasn’t cancelled yet. 

[Mike-And-Jane0]

@Jasmine531 just offer to refund her based on however many days you manage to rebook.

[Jasmine531]

I never thought of this. Thank you @Mike-And-Jane0 . I would have to tell her I’ll see how many nights get booked and refund her at the end of the month. Can you send custom refund amounts through Airbnb? Or do you suggest just sending a personal etransfer? 

[Mike-And-Jane0]

@Jasmine531 you can send any amount via the Airbnb system. Never send anything through personal transfer though.

[Shirley26]

I'm being sarcastic, but family issues(?) should be her problem, not yours.  If your website has a strict refund policy, then she should have thought about it before she reserved.   Or,  perhaps you could offer her another time for the remaining part stay when she has resolved her family issues. 

[Jasmine531]

Thank you @Shirley26 . That is great advice.

[Helen3 · Accepted solution]

Just say to her that you're not able to do this as you would be put of pocket through no fault of your own.

you could suggest as a gesture of good will on your part , if you get a replacement booking you'd be happy to consider a refund of any replacement days booked of the host fee once any replacement  guest has stayed @Jasmine531 

[Jasmine531]

Thank you @Helen3 . That is great advice. 

[Maria23177]

What happened? I had the same thing happen to me today? Long term stay, strict cancellation policy. He wants to leave earlier. and airbnb automatically accepted this alternation and is saying that I accepted this which I NEVER DID. They are doing this in order not to pay the additional 30 days im entitled due to my strict policy.