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Guest did not get refund after cancellation

Hi there,

I hope somebody can help: I have a guest who has cancelled and did not get his money back by now. The holiday was booked on July 8th 2020 for July 15-22 and cancelled on the same day, on July 8th.

The guest has still not received his refund by today, August 10th. And myself as a host has not received any money either which I could refund directly.

Please, advise what I can do to support my guest - who did cancel proberly and his money seems to be gone!!!

Thank you!

Bärbel Ritter