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How do I arrange a refund please?

Can someone assist me as I can't find the answer to this question in the help area. 

We have had a guest stay for 2 nights and unfortunately trashed the place and stole the TV :(

I have another booking that I have called to explain and cancel due to the work required to get the apartment back to standard. 

However, I don't know how to mark on the system that I have decided to refund the guest. hasn't paid me yet so their help section says that if that is the case then they will refund the guest on my behalf but I can't see anywhere where I start this process. 

I hope someone can help. 

Thanks in advance!



Hi Mel


Simply message the instruction to support, if short notice.


But better to get guest to cancel it on their account, select waiver, then you get notice to click approve.