IF you voluntarily give refund, it does not include fees. I had someone who wanted a refund after staying. Read guidelines for disputes. I made reference to guidelines: they stayed, I made reasonable alternative accommodation, AirBnB recognizes emergencies happen etc. There was no way I wa going to give FULL refund, said so, and agreed I would abide by AirBnB decision. At first I was really mad. Made offer of partial refund, which I thought was unnecessary because I offered better accommodations than on my boat, which was flooded after storms. Much smaller refund was accepted without going to third party. My personal opinion is you accepted their reservation, they came, and you're the one who loses opportunity for income by their change of mind after the fact. Unless it's an emergency, you don't need to take the hit but can make offer of good will. In my experience the partial refund guests were ONLY non-review ones. Go figure b
