If a customer wants to cancel their reservation, how do they do that?

[My-Thanh1]

Hi, I have a guest checking in today who would like to cancel her reservation. She is having some trouble. Will you please help her?

Her name is Brandi. I authorize a full refund.

[Elena4354]

Hello @My-Thanh1, if the guest would like to cancel her reservation she can do it at any time by following instruction:

1. Click Trips and select the reservation she want to cancel
2. Under Reservation details, click Cancel reservation

You will receive an e-mail from Airbnb confirming that reservation is cancelled.  Guest will receive the refund according your cancellation policy. If you would like to provide the full refund to the guest you can use the specilal link: Provide the full refund  which you will have in the e-mail with cancellation confirmation or use the Resolition center:

1. Tap Reservations and select the reservation you want
2. Go to Send or request money
3. Tap Send money and tap Next
4. Under Select a reason, choose the reason that best describes your refund situation and tap Next
5. Enter the refund amount and add a message to your guest

Kind regards. 

Elena