partial cancellation refund doesn’t add up

Question

I just had to partially cancel a direct booking reservation due to a leak. Hospitable calculated the refund as $3300 (of original $4455) for 15 days of a 27 day stay. How is it possible that I’m only getting $1155 for 15 days and my guest gets 3349 back for 12 days? Something isn’t adding up. Anyone else have this problem?

Yle Labata · Accepted Answer

Hey there, ​@Fannie.Great question, and you're right that the numbers deserve a closer look. I see you have opened a support ticket, which is great! I have raised this with the team so we can investigate further and advise onnext steps. We will get back to you as soon as we can!💜

Airbassador · Answer

I’m guessing this was a direct booking. Have you looked at your refund policy? Did you ask Smarty about it?

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