Money not refunding?

I have a guest that needs to cancel a reservation the made for the entire month of October, which is not a problem for me. However, when she goes to cancel she gets a message saying she will only get $121 back out of the over $1000 of the booking and we aren’t sure why. I have a flexible cancellation policy and it is well over a month away–how do I help her get her money back?

The reservation is for a stay of 28 nights or more which means that the long term cancellation policy supersedes your cancellation policy.

Don’t help her, let Airbnb do the work.