Cancelling - guest gets charged

[BeachHouse1]

Hi,

ive had to cancel a guest’s reservation - long story, but it’s essentially my fault, definitely not her fault. However, she’s saying that’s she’s only been refunded my bit of the cost, and that she ‘s out by €30 from that booking, which sounds like AirBnB are still charging her the service fee - but surely that can’t be right?

How do I sort this out?

 Thanks

[Jeff158]

@BeachHouse1  it should be a full refund.

you or your guest needs to contact airbnb, click the link for how to

https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide-UPDATED/m-p/413245#M5...