Guest requested refund

[Amanda3421]

I have a guest who booked one night to stay. 4 days prior the guest messages me to say his arrival time is 11pm outside of check in times which were stated on booking. I offered to 9pm as I need to be available to let him through the gate. He has requested I refund him. Do I refund him or does the guest need to apply? I have a moderate cancellation policy stating 5 days notice, 

[Helen3]

I always remind guests of any check in restrictions when they book.

Are yours mentioned clearly in your listing if so you don't need to refund him outside of your cancellation policy. @Amanda3421 

You can tell the guest he needs to contact Airbnb and cancel via the platform obviously you can't cancel or you will be charged penalties .

[Amanda3421]

Thank you for your information. The guest is now saying that he could not see any check in times when booking. However, it is stated in the house rules. Is this visible when booking? I can see it on my end.