Cancellation of guest Janine 10 8 20 to 10 12 20 HM4ZYZQWFH

[Brent-and-Stephanie0]

Guest had to cancel due to wedding being cancelled due to Covid 19  I ok'd full refund.  Guest is saying she did not receive a full refund

[Debra300]

@Brent-and-Stephanie0,

Airbnb laid off 25% of its staff back in May, and has been quite slow with processing refunds and other customer service tasks. Under no circumstance should you send the guest money directly via the Resolution Center or Send Money function.  Doing so would give the guest a refund double the amount due.  Unfortunately, the guest will have to keep at Airbnb until the refund is processed.