Refund someone who canceled

[Lina5749]

Good day! 

Someone canceled his booking after I suggested him to do so as my elevator got broken. I'd like him to get full refund but the money is about to be issued and it looks like I can not do anything about it...

[Helen744]

@Lina5749 If you asked the guest to cancel with the assurance they would receive a refund and they did so then simply refund the money to the guest after you have it. As it was really your cancellation , not theirs.You may ring Airbnb on behalf of your guest and explain the situation , it is not appropriate to ask a guest to cancel in these circumstances as you should have taken care of the cancellation .At the time a change of date for a guest may have been possible . Did you think to offer that to the guest....H

[Mike-And-Jane0]

@Lina5749 Actually you sort of did the right thing. If you had cancelled Airbnb would have fined you. What you need to do now is contact Airbnb and ask them to refund the guest in full. They will likely refund their service fee as well.