I have been reading through the new cancellation policy, and slowly trying to digest it. I can live with the majority of the changes although I do feel that the financial penalties are too extreme and will possibly cause some Hosts to flee Airbnb in favour of other platforms.
My particular issue is the ‘missing amenity’ part. Suppose a Host has a Hot tub, the hot tub breaks and the replacement part required is not available to effect a repair for a few weeks or the Host cannot find someone to repair quickly. The incoming/current guest wants a Hot tub and only booked for this reason. Is this now a host violation/cancellation, a host penalty and a way for Airbnb to sneak back in that plan they tried to introduce earlier on this year to make hosts responsible to pay for better accommodation for guests?
Another issue, A few years ago a tree fell on our cottage while we had guests. We asked the guests to leave for their own safety, contacted support, sent photos and were told that the cancellation on this occasion would be penalty free but it was still a Host violation and a note would be on our file!
I have read many posts both here and on social media where hosts struggle to get help and answers from Airbnbs Customer Support, and in many cases find that they get different answers depending on who they speak to or get their case closed quickly and with no right to appeal. I am also very much aware that some guests can become extremely ‘creative’ in order to get refunds etc. Consequently, I have very little faith that Airbnbs Staff, many of which seem to lack adequate training, will make the correct and fair decisions with regards to this.