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Reply to a refund request

Message templateFor guestsSend: The same day a guest asks for money backBy HostCalmlyUpdated Oct 30, 2026How we write templatesReport an error

Short answer

Reply to a refund request the same day, calmly and without arguing. Restate what your listing's cancellation policy gives for their dates, then offer anything extra through the platform, such as a date change or a partial refund sent in the Resolution Center. Never send a refund or take a payment outside the platform.

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Hi [Guest name], Thanks for letting me know, and I'm sorry to hear [what happened, in a few words]. Your reservation at [Rental name] follows the [policy name] cancellation policy shown on the listing when you booked. For your dates, that means [what the policy gives back, such as a full refund if you cancel before a set date]. Here's what I can offer: - [Option 1, such as moving your stay to new dates] - [Option 2, such as a partial refund for the nights you won't use] If one of these works for you, I'll set it up through the platform, so the change and any refund go through your reservation in the usual way. Refunds and payments always stay on the platform. Let me know which you'd prefer, and I'll take care of it. [Your name]
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When to send it

Send it the same day the guest asks. A quick, clear answer stops the conversation from turning into a dispute. If the guest hasn't canceled yet, agree on what happens before they do, because once they cancel the refund follows your cancellation policy. If the request is about a problem during the stay, deal with the problem first, using the issue apology message.

Tips

  • Quote the policy, not your opinion. Airbnb's Cancellation policies for your home (opens in a new tab) article explains that the guest's refund depends on your policy and how far before check-in they cancel. It also says guests can cancel for a full refund within 24 hours of confirming, as long as they booked at least 7 days before check-in.
  • Use the platform for anything beyond the policy. Airbnb's Request or send money in the Resolution Center (opens in a new tab) article shows how hosts send money to a guest, and says you can't send money until the reservation has started or been canceled. For new dates, change the reservation instead.
  • Some refunds aren't your call. Airbnb's cancellation policy article says the policy may be overridden for a Major Disruptive Event or for an issue covered by the Rebooking and refund policy (opens in a new tab), and Airbnb may recover the amount from your next payout.
  • Under that rebooking and refund policy, guests must report a reservation issue within 72 hours of finding it and first try to resolve it with the host. A fast, helpful reply is your best chance to settle it yourself.
  • Never refund by bank transfer, cash or another app. Airbnb's Pricing and payment transparency (opens in a new tab) policy says hosts and guests may not ask or encourage each other to send or receive payments outside Airbnb.

Frequently asked questions

Do I have to give a refund beyond my cancellation policy?

No. Refunds normally follow the cancellation policy on your listing, and going further is your choice. A date change or a partial refund can be a fair middle ground. Airbnb can override the policy in some situations, such as a Major Disruptive Event or an issue covered by its rebooking and refund policy.

How do I send a guest a partial refund on Airbnb?

Use the Resolution Center: choose to send money, select the reservation, pick a reason, enter the amount and add a note. Airbnb says hosts can only send money once the reservation has started or been canceled.

Should I ask the guest to cancel?

Only once you've agreed on what happens next. After a guest cancels, their refund follows your cancellation policy, so explain what they'll get back first and confirm anything extra in writing in the message thread.

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