Guest partial refund

[Mariya60]

What can I do when a guest refund amount is greater than the amount of the changed booking?

Guest booked 8 days. On day 2 of their stay they requested to shorten stay due to a family emergency. I accepted request to change booking to 3 days.

Now when I try to refund the guest through the resolution centre, I am not able to refund more than the 3 days of the changed booking even though I have received payment for the full 8 days.

I feel bad about this and am unsure how to act. A less than adequate refund seems both insulting and unfair given I agreed to the changed dates.

[Rebecca · Accepted solution]

Hey @Mariya60, 

Congratulations on making your first post on the Community Center! It's great to have you here with us. 😊

In this case, if you have no option to increase the refund amount past the 3 days, it may be time to escalate to Airbnb. Provide all relevant details and documentation to support your case and then Airbnb will review the situation and make a decision based on their policies and guidelines. 

I'm sure you'll keep the guest updated during this process too. 😊 

Let us know how you get on. 

[Mariya60]

Thanks Rebecca. That was good advice. And keeping the guest updated is of course of utmost importance. Thanks for your reply.

[Rebecca]

You're very welcome. 😊