How to request refund to guest

[Lynda99]

I had a guest show up at the house with 4 people after confirming this was for one. She also told me she smoked. I have a strict no smoking allowed. I told her no way that I am sorry but I had to cancel her reservation. I then called AirBnb by phone. They said they had to speak to her but two hours have gone by and no one has called me back or cancelled reservation. How do I refund this person so they can get another place?

[Bhumika]

Hey @Lynda99 ,

Were you able to get some communication from Support and cancel this guest's reservation by now? Do let us know how are things going on for you!

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[Fred13]

Airbnb refunds the person since you haven't been paid yet.