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]

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!!