ive just written a letter to Airbnb after finding out (seeing a post on Facebook) that they’ve extended their extenuating circumstances policy and are giving any guest that cancels 100% back.
Over the last 48 hours we’ve had around €5k of cancellations ( we have 2 small busy studios). All of these fell under the 50% refund ... fair enough. A couple of guests contacted us to explain their situation a d we refunded more or offered discounted rates on future bookings.
I’m appalled Airbnb didn’t have the decency to write to hosts explaining their now updated 100% automatic refund system.
Can we all take time out to let Airbnb know we are unhappy hosts? You never know... someone may take notice! ( my letter is copied below). and whilst writing this I’ve yet another cancellation pinged up on my phone...
Hi there,
I’ve just read (on Facebook) that Airbnb have extended their extenuating circumstances policy to enable guests to cancel any reservation made before March 14th for stays until April 14th and obtain a full refund. No matter where they are travelling to or from.
Can you please confirm if this information is correct?
If this is correct, I would like Airbnb to note my intense dissatisfaction with this decision, also my disappointment that Airbnb have not had the courtesy to e-mail hosts regarding their decision.
We completely understand that this situation is out of all of our hands, but why do we as hosts have to bear the financial brunt of this? I would imagine a very high percentage of travellers hold valid travel insurance which would go some way to covering these losses... I know for a fact I’ve already checked my situation with my travel insurance company for our planned trips. I wouldn’t dream of cancelling my booking and expecting a full refund from the host I’m booked with, I’ll use my insurance if we do have to cancel.
A 50/50 split or discretionary refunds should be in place. You are playing with people’s livelihoods.
I’m really disappointed with the position Airbnb have taken with this current changing Coronavirus situation. It really feels very loaded in the guests favour. Please remember, it takes good guests AND good hosts to run this business. If either aren’t supported it’s a very bad role model.
I look forward to hearing from you soon,
Stay safe,
Best Wishes