Partial refund

[April719]

I have a family of 5 who checked in for a 6 night stay & then requested a partial refund due to their daughter having a recently dislocated knee & the place not being suitable due to stairs. I am compassionate to their needs & agree to a 3 night refund, but if I do this, will the booking be unlocked & available for others to book?  Or do you have another suggestion for this scenario? Thanks

[Helen3 · Accepted solution]

Hi @April719 

Personally this isn't something I would refund for as they can claim on their travel insurance. 

I would suggest they claim on their travel insurance .

you can also let them know once they cancel if you get a replacement booking you can refund the guest fee for any days you get a replacement booking @April719 

[April719]

Thanks Helen for your advice. I have asked the guest to cancel the booking which has now opened up the calendar and we received another booking of 2 nights. As our cancellation settings are moderate, the guest will receive a small amount back & I have agreed to return equivalent of 3 nights - so I will do this by partial payment. Both the guest & I are new to such a situation so I appreciated your advice. 

[Helen3]

Do make sure you only return the guest fee you receive and not the whole amount or you will be paying the airbnb guest fee too.  @April719 

also if you only got a replacement booking for two nights why are you repaying them three nights .

Don't pay anything until you receive money from the second guest. 

[Elisa]

Hi @April719 😊, 

I’m really sorry this happened to you.

What do you think of Helen’s suggestion?
Do you still need more help with this?

Don’t hesitate to reach out!