Send a guest money or a refund on Airbnb

Updated 2 years ago by Jericka Lynn Seco

Follow this article to send money or a refund to a guest on Airbnb. You must do this on the Airbnb website, not through Smartbnb.

Any refunds should be discussed with the guest ahead of time on the phone or on Front. Do no discuss refunds on Smartbnb/Airbnb messages. 

Step 1: Navigate to the guest's message thread and click "Send or request money"

Step 2: Click "Send money"

Step 4: Enter the amount and add a note

Include a note that:

  • Addresses the guest by name
  • Includes a reason or summary of the refund
  • Sign off with Best,

Step 5: Confirm all the info is correct and click "Send"

Step 5: Confirm all the info is correct and click "Send"

Step 6: Add the refund in Guesty

Follow this article to add the refund.

Make sure you do this step, otherwise our earnings in 

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