Issuing Partial Refund

[Stephanie3659]

Hello,

I have a guest that is supposed to check-in for a 2 night stay in 2 days and they reached out to let me know they are canceling their trip because one of them caught the Flu. They said they understood that it is past the point of a refund but asked if I would be willing to issue any portion of a refund or a credit for their stay.

With it being due to illness and being around the holidays, I'm willing to refund them a night but am trying to figure out how best to do so without messing up my Superhost status. When I go into the app to refund, the only selection it gives me to choose is for a change in number of guests and has me needing to request a change to the guest. I think this will mess up my 0% cancelations or changes stat that I have and I don't want to mess that up. Is my only option to wait until after their stay has passed and issue the refund after their funds have been paid out to me? 

Thanks in advance for your time and assistance!

Happy Holidays!

[Emiel1]

@Stephanie3659 

1. If the guest did not cancel allready, use the "change" option on the reservation and shorten the reservation to 1 night stay by choosing new check-out date.

If desired you can also adjust the newly caclulated price to what you think is a fair deal.

2. If the guest cancelled already (or is going to cancel), then your cancellation policy will decide about the refund (if any).

An additional refund can then be made via resolution centre.

[Stephanie3659]

Thank you! 👍🏽 

[Christine615]

I have had two guests need to cancel and Airbnb told them to have me do it. But that is not my responsibility. Instead, I called Airbnb and authorized a cancellation with full refund. You could do something similar. We are impacted when we cancel.

Another option is to ask the guest to cancel on their end. Airbnb won't issue them a credit but you could then start a refund for half.

[Stephanie3659]

Thank you!

[Patricia2526]

Hi @Stephanie3659 

If the guest wishes to shorten their stay, they can update or alter their reservation dates directly through the Airbnb app. Alternatively, you may advise them to contact Airbnb Support, who can assist with the change and guide them through the process according to the cancellation policy.

[Stephanie3659 · Accepted solution]

Update:

Thank you all for your responses! Appreciate your time.

I was able to issue the partial refund successfully without affecting Superhost status / stats and the guest was very grateful.

-S