Last Updated: Jan, 2021




The policy update outlined below is now in effect. 


You can find out how cancellations will work under our updated extenuating circumstances policy, effective for reservations starting on or after January 20, 2021, here.


Thank you.





Catherine Powell is back with a new Host Update, sharing how Airbnb is working to make our extenuating circumstances policy more transparent and fair for hosts. The changes—effective for reservations of stays and Airbnb Experiences with a check-in or start date on or after January 20, 2021*—will give hosts discretion over whether to refund guests who can’t travel due to unexpected personal circumstances. The policy will continue to cover natural disasters and similar large-scale events.



Get all the details about the upcoming changes to our policy here in this Help Center article. Please let us know what you’d like covered in future Host Updates with Catherine. As always, thank you for sharing the topics that matter to you.


*This policy doesn’t apply to Luxe reservations, which are subject to a separate Luxe guest refund policy.


166 Replies

Re: [Updated Jan 2021] Updates about our extenuating circumstances policy in the latest Host Update

England, United Kingdom
Level 10

@Mustang50 the phone numbers (hopefully one near you) can be found in a contact Airbnb post at the top of the help section of this community centre. If you didn't cancel your stay however I don't think you will have any success.

Re: [Updated Jan 2021] Updates about our extenuating circumstances policy in the latest Host Update

Pitt Town, Australia
Level 1


I had 4 upcoming bookings and then we experienced the major flood in Pitt Town where i have my AIRBNB cottage. I had a family approach me who had lost their home and contents in the flood. They asked if they could stay at our place. I was definitely not saying no but it was sad that I had to cancel the next 4 bookings. My future guests were so understanding and they changed their plans for this but it was disappointing that I will still be charged a $50 cancellation fee from Airbnb for each booking.