We know it has been a challenging time for hosts in our community, and we understand that the coming days may be filled with more questions and even more uncertainty.
Today, Airbnb founders Brian Chesky, Joe Gebbia, and Nate Blecharczyk renewed their commitment to supporting hosts during this difficult time and to keeping everyone in our community safe. In case you missed their message to hosts, we wanted to share their thoughts here:
With the current global crisis, we know that many of you are experiencing a significant loss of bookings and a large number of cancellations. The last few days have been incredibly challenging and confusing for everyone. It's our goal to be as transparent and proactive as possible.
First and foremost, we are going to get through this crisis as partners—our success is dependent on the success of you, our hosts. We are working day and night on a plan of action that will help you get through this extremely difficult time. We will share this with you as soon as possible in the coming weeks.
Second, with the World Health Organization declaring a pandemic, we made the difficult decision on Saturday to put in place a global policy allowing all guests to cancel eligible reservations for a full refund—including all Airbnb fees. We know this decision has caused incredible hardship for many of you. Many hosts were already accepting cancellations outside of established policies. You have asked us why we did this when some other companies in our space have not. We want to make sure you understand our thinking.
This pandemic is leading cities and nations to undergo extreme measures. In this crisis, our first priority is the health of the public and our communities. We did not want guests making the decision to put themselves in unsafe situations and creating a public health hazard because of a commitment to their bookings. We believe this is the responsible thing to do given the guidance of governments and health experts.
While it’s clear to all of us that the coronavirus has deeply impacted our community, we know that this moment will pass and travel will be back. As people are starting to use Airbnb for long-term bookings and stays close by, it’s clear that we need to be a part of helping all of us get through this as quickly as possible. The desire to connect is in all of us, and we will be together again, but for now our priority is to do our part to keep everyone safe.
We are partners, and we will get through this together.
Brian, Joe, and Nate
A MESSAGE TO ALL HOSTS!
WE SHOULD BE DEMANDING THAT AIRBNB PAY US FOR THE CANCELLATIONS WE HAVE BEEN FORCED TO ACCEPT BECAUSE OF THEIR STUPID CANCELLATION POLICY AND DEMAND THEY REIMBURSE THE GUESTS WITH THEIR (AIRBNB'S) MONEY. NOT OUR INCOME!
So what are you doing to help us Hosts again??? That’s right not a lot.
My Business will come to an end in a couple of weeks.. like other hosts this is our main income... with families, rent, mortgage Etc.
so as much as we know it’s not our guests fault but it’s not ours either. As a host I also use other travel sites .. so it’s crippled me financially already. So how will Airbnb continue without any hosts???
Tutte stronzate , c'è gente che ci campa con Airbnb e non state aiutando gli Host ma solo i Guest ....ma quali partner ???
Spero che vi facciano tutti causa e che falliate presto
The UK is essentially looking at shutting down for the foreseeable future but most likely the next 12 weeks for certain, that’s pubs, hotels, cafes, restaurants shops! Please, Please, please help your guests and hosts by removing all cancellation fees. You have a duty of care to implement this immediately. We are experiencing cancellations on a daily basis and neither the guest nor host should be penalised for cancellations at the point we are having to deal with a daily worsening situation personally and financially! PLEASE ACT NOW!!
@Candy103 information already went out on this situation and what you are suggesting is already being implemented.
Two weeks ago from here in Australia, I was able to facilitate a full host refund to a Korean guest.
I also applied for her booking fee to be rebated as well without too many problems. We used the regular guest cancellation tools. The biggest hassle was getting the trust of the guest to initiate the cancellation as she stated that her call to Airbnb Customer Service had resulted in being advised that if the host cancels, she would be entitled to a full refund.
I think she misunderstood this information, and thught it was an instruction to request her host-me to cancel.
She insisted Airbnb CSA told her to request me to cancel.
I am prepared to give Airbnb CS the benefit of the doubt and put it down as a language misunderstanding.
Eventually she trusted me to facilitate her full refund, even though I have a strict cancellation policy in place.
Now that things have become even more widespread, Airbnb has installed an extra tab for guests to nominate Covid9 as the reason for their inability to (safely) travel. When a guest does that the Host will receive the relevent prompts. Whatever the reason Hosts can always advocate on behalf of their guests and thankfully this Covid9 situation is also recognised as an potential impediment to responsible hosting.
Christine from Wombats Studio at Glenbrook
@Airbnb Brian, Joe, Nate, a few words in music - Stand By me - Playing for Change - Song Around the World (just in case you haven't already heard hosts).
No-one expected Airbnb not to apply reasonable measures to an extraordinary set of circumstances, but it is clear that someone or several made very conscious unreasonable decisions that are hurting the company and your host inventory. So please fix it, asap, not in a couple of weeks, but now. STAND BY YOUR HOSTS. It's not rocket science.
just missed seeing protocol updates re hosts / cancellations etc
can u direct me to exactly where the rules are re hosts options at this time? If WE choose to cancel reservations that the guests have NOT cancelled ( yet?) and the fees hosts incur if host cancel etc
? and dates relevant to any new policy period etc
i am considering cancelling JUNE bookings here in WA State IF it appears that 'this thing' may be a few months ...? Marilyn
As a guest, why can I not make a deposit payment for a stay in December? Your system is ordering me to pay the full amount, up front?!?! Surely, common sense and customer care, ethics, respect to the person paying etc would lend itself to you as AirBnB to insure that for us (the people who pay you money) can have a pleasurable and user friendly experience, Instead your interface seems setup to aid everyone except us - the paying customers! I will be looking at other booking websites and apps going forward as you have clearly made it very apparent that you do not care much for the customer more so the host. Horrible booking experience I have just had! @Airbnb
It is not fair to give Hosts 50% and Guests 50% and we split the fees 3 ways? Tis way we share the cancellation du to Corona19 equally. I depend on the income from Airbnb to improve the peoperty, pay taxes and support my family. I am in an emergency situation if you require the full burden of cancellation to be born by the host.