If something gets in the way of your guest’s having a great stay, you can send them a refund (minus the channel service fee). Maybe the wifi stopped working, or the hot tub wasn’t heating up. A refund can help guests still have a positive experience.
How refunds work
Processed after check-out — Refunds will be processed a few days after check-out, regardless of when you decide to send it.
Editing a refund — Only one refund can be processed at a time. To edit a refund, cancel the pending one and send a new refund.
Up to 50 days after check-out — You can issue a refund up to 50 days after check-out.
Homeowners and Caretakers can submit refunds — Decide ahead of time what you want your appeasement refund policy to be or discuss on a case by case basis.
Refunds sent after you've received the payout — If you send a refund for a reservation for which you have already received payout, then that refund will be deducted from your next reservation payout(s).
How to submit a refund request
Select the reservation you want to send money to and click on “Send Refund”. You have up to 50 days after check-out to submit a refund request.
You can refund part of rent, cleaning fee, or pet fees — depending on the reason for the refund.
For Airbnb reservations, enter a message to the guest explaining the reason for the refund. Important: This message and refund will not be delivered to the guest until after check-out.
Click send refund. This refund will not be delivered to the guest until after check-out. You have up until check-out to cancel this refund.
5. You can view the status of the refund in the reservation panel under the owner net payout section.
Edit or cancel an existing refund request
If check-out has not occurred, you can delete the request and submit a new one.
If check-out has occurred, you can not delete this request. Make sure you are ready to send the money when you submit the request.
Select the reservation with the pending refund.
Under the Owner net payout section, click on "view" to see the pending refund.
A modal will open up allowing you to cancel the refund.
When do guests receive the refund?
Guests will receive the refund after check-out. You can check the status of refunds from the reservation panel.
Refunds due to a Cancellation
Refunds due to a guest or a host cancelling a reservation are automatically calculated and refunded. You do not need to submit an additional refund. If you wish to refund the guest beyond their cancellation policy and you can do so through the refund interface. This will come out of your payout for that reservation.