cancellations

[Jackie314]

Hi

A guest due in 5 weeks asked to cancel due to their father in law having cancer.

I have a strict cancellation policy.

Airbnb adjusted my payout to around 50% of the original payout.

I am happy to refund in full due to the circumstances.

I go to the Resolution Centre and it talks about me 'sending money' to the guest.

I have not gone thru with the process as I am scared that Airbnb will take money from my account.

The thing is I have not been paid at all for this reservation yet by Airbnb, so, how can Airbnb take money from me ??

I want to refund the guest in full and take $0 for the booking.

How do I do it pls ?

Rgds

Jackie

[Branka-and-Silvia0]

Hi @Jackie314

don't send money to guests yourself, you didn't even get it yet !!!

It is up to your guest to contact Airbnb and ask for a full refund due to extenuating circumstances. Airbnb willl contact you and ask you if you agree to refund another 50 % ..... or will refund the guest anyway without your agreement.

[Helen3]

I wouldn't refund the guest at all.

If they are telling you the truth (and guests do lie about these things), then they can claim a refund through Airbnb's extenuating circumstances policy (see Airbnb Help). If they provide proof of the father in law's illness they will refund them in full.

You don't need to do anything.