full refund for a guest prior to their stay

[Georgeann7]

I want to give the guest the full refund for a stay they decided to cancel- they have cancelled on their end and and the site said I would get an immediate notification of this so I could go in and refund her - but it is not showing cancelled on my end...anybody had this issue?

[Shelley159 · Accepted solution]

Hi @Georgeann7 

Go to the calendar, refresh it and check whether the booking is still there - if it is, the guest has not canceled yet. 

If the booking is no longer on the calendar, it's canceled. You will still have your message thread with the guest where you can communicate further.

As I understand, the guest is the one who wants to cancel (i.e. the reason that the booking is not going ahead is not your fault). So don't allow the guest to force you to cancel. The cancellation has to come from their side, otherwise rather get Airbnb Support involved.

[Georgeann7]

Yes! She has decided to cancel- I will try this!  Thank you so much for your response!!

[Alex]

Hi @Georgeann7! 👋

Hope everything is going well. How did the situation end up? Were you able to give the guest the full refund? I'm also happy to see that Shelley's answer helped you understand the situation better. Did you try her advice yet? 👀

Let us know how everything goes!

Alex

[Georgeann7]

Everything went fantastic as soon as the guest canceled and then confirmed the cancellation. The guest was happy in the end because she got her full refund and I fulfilled my promise to refund it to her. I really appreciate the help!