Service fees and our extenuating circumstances policy

[Airbnb]

We understand there may be some confusion on what happens to service fees for bookings that are cancelled under our extenuating circumstances policy. We want to clarify that Airbnb is refunding all service fees to hosts and guests original payment method for these cancellations.

Airbnb won’t benefit from any reservations canceled under this policy. We're truly in this together.

It’s a difficult time right now - and during times of uncertainty, it is important that we find ways to connect and support each other. Sometimes the little things can go a long way, so please share any tips and supportive words you have for one another.

In the meantime, please refer to our Resource Center and our Help Center to find the latest information on our COVID-19 response, from policy updates to resources for hosts and guests.

Updated March 17th

[Elis4083]

THE DATES OF APRIL 14 SHOULD BE EXTENDED !!! .... COVID-19 is moving forward ... it is dangerous and those of us who reserve in June or months when the peak of the pandemic is expected are not covered by fully covered by extenuating circumstances policy.

[Melody22]

I agree!!! I cannot believe they have not extended the date yet. I am a host and I use Airbnb as a guest and I had a jerk host deny my cancellation request even after the event I was going to the city for was canceled.

[Melody22]

I’m just wondering what you guys think should be done because it’s perfectly legitimate for people to be able to cancel given what is going on! We are in a bloody pandemic. It would be unsafe for people to travel. I’m not saying it doesn’t suck because it totally does but are you suggesting that guests just be out the money? I am also a host and wouldn’t dream of still billing my guests who canceled.

[Nanxing0]

A possible solution is to change the current full refund policy to a half refund, while making the other half as a voucher so when the guest books with the same host next time, they can use it as credit. If Airbnb is willing to step forward one more step, the booking does not need to be with the same host. I understand this can be difficult to manage but definitely doable. As we all know in this situation most of the guests are not in immediate need of the money since it's some money they ALREADY PAID OUT long time before. However to some hosts the money is LIFE-SAVING as they need the money to pay mortgage, utilities and maintenance. By utilizing the above policy the guest will not lose anything given that they travel again in the future, and it helps those host to go through this difficult time.

[Sandra216]

I agree!  The airlines are not refunding my money for the flights they cancelled, they are just giving me a credit for future flights with them.  Airbnb could do the same!

[Duke7]

I am taking a trip, or am supposed to be taking a trip with all of my children to Mexico.  There is no traveling 'wild' card for me.  I am out the resort fees and all inclusive fees regardless of this non sense.  Plus all of the income from the three houses that I host for airbnb.  I now have people cancelling well beyond April 15 and still at my own expense.   Zero thought given to hosts (applause Airbnb).  No hosts equal no guests....a terrible decision on your part AIRbnb.  I will be rethinking my strategy and options in the future after seeing how inequitable your decision was with no resolve in sight.  

[Judy701]

This info is incorrect.  I have not received a refund on the fees just a refund from the host.  And Airbnb wont respond to me...keeps calling my case closed.

[Judy701]

Airbnb DID NOT REFUND my service fees.  The host was great and didn't hesitate to refund.  He did state Airbnb might charge me.  I'm 68, retired, would have to fly across the country but Airbnb kept nearly $300.  

[Sierra53]

Does anyone know if I can delete my account under the extenuating circumstances policy right now while I still have many reservations (I have reservations through sept.)? First I need to rent the apartment out because all of my guests are canceling (most last minute). And second I don't feel comfortable having guests coming and going from our property. AirBnB will not answer my questions 

[Sandra216]

I am also receiving messages from renters that cancelled their reservations, I reimbursed 100%  but Airbnb is not returning their service fees.  I manually refunded for the guests that didn't go through the "extenuating circumstances"  and did my part and I feel Airbnb and should do their part by not only reimbursing the service fees, but helping  share the burden of loss that the hosts are suffering.  When tourism starts up again, they may find they are without hosts....

[Wendy187]

Airbnb is not protecting their super-hosts during covid19, and leaving them high and dry. Your lack of protection to superhosts during this pandemic is not acceptable.

You are only protecting your guests under the extenuating circumstances but it should include your super-hosts as well! Superhosts are your crucial essential building blocks to your company!  Any reservation cancelled due to covid19 should be reimbursed to superhosts, period. 

[Mario1986]

We lost $500 in service fees as Airbnb would only consider issuing a credit if you cancelled after they changed their Covid-19 policy. (We apparently cancelled a week too early to qualify) Hawaiian Airlines & Alaska Airlines both issued travel credits good for one year. Let's hear from all of you!

[Anne-Marie280]

My husband booked accommodation for us in Cheltenham and had to cancel our booking because of the Covid 19 We paid £38.52 We were refunded £2.50 This was our first time using Airbnb We went to the resolution centre who informed us that we had used a voucher worth £25 but the original cost to hire was £63.50 total cost but they are robbing us by deducting the full voucher cost plus admin fee off of our balance Disgusting making money our of the Coronavirus pandemic,  

[Alex-And-Rhea0]

Anne-Marie280

That's really bad, I am really having second thoughts as a host with Air Bnb.

[Guy709]

i am having an issue with a host that will not refund the full amount due to cancellation. i am a high risk senior with our state on lock down. i live in Indiana. our closest airport is in Chicago. cars with out of state plates are being pulled over. we are in lock down and haven’t left our house for three weeks. our business is dead. we have no income. yet the host will not issue a refund. please help. it this does not get resolved  i will be compelled to write a review stating that this is the type of host that runs this property. we cancelled two other ARBNB reservations for our trip with no problem.