cancellation

[Rosemary434]

Hello -  I just had  a guest cancel for a stay in September, and, per my policy, I told her I'd give her a fulll refund.  So when Airbnb asked if she should get a partial or fulll refund, I said full refund. I was then told that the refund would be deducted from my future earnings. I called and asked why should that be instead of just refunding the deposit the guest paid, and after a long conversation I think it's straightened out and I'm not being charged. What I think the agent was telling me is that they only get a full refund if they paid the full amount, and they get a partial refund if they only made partial payment. I've been through this before and  it will probably happen again, so can someone advise me? When I say full refund, I mean full refund of the amount they paid. That is the only thing that makes sense. Also, once they cancel, I'm no longer able to see what they paid so I don't know if it's full or partial.  This is not an uncommon occurrence.  Thank you. 

[Emilie]

Hi @Rosemary434, 

Have you managed to get any clarity from the team regarding this refund?

If not please do let us know, so experienced hosts in our community can advise further 🙂

Thanks, 

Emilie

[Joan2709]

@Rosemary434 

If you are planning on refunding a guest stay, I suggest you print out or create a PDF of the reservation before you do so. Go to All Reservations/Details to do this. This will allow you to have a record of the original booking. You will not know if the guest paid in full, or used one of the partial payment programs Airbnb offers.

Like you said, you should state to the guest they would get a full refund of the amount they paid (whatever that is). Sometimes the cleaning fee is refunded and sometimes not. Same with the Airbnb Service Fee. It is all dependent on what the cancellation policy was and when the guest cancels.