Updates about how our Extenuating Circumstances Policy applies during the pandemic

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Updates about how our Extenuating Circumstances Policy applies during the pandemic

As the global pandemic continues to evolve, public health is one of our top priorities. We are continuing to monitor COVID-19 developments, local government guidance, and making changes as we learn more. 

 

We know many of you have questions about our Extenuating Circumstances policy as it relates to documentation standards, travel credits, and policy changes as countries shift into recovery mode. 

 

We want to share more information with you on this. 

 

Documentation Standards & Travel Credit

To cancel under the Extenuating Circumstances Policy for COVID-19 related reasons, guests are required to attest to the facts of and/or provide documentation of their extenuating circumstances. With widespread travel restrictions prohibiting travel, many guests have been eligible to cancel under the Policy, and we have seen many guests elect to receive travel credit rather than pursuing a cash refund.

 

Most guests who cancel under the Policy for COVID-19 related reasons are cancelling for one of the following reasons:

  1. Government-mandated restrictions like border closures, quarantines and shelter-in-place orders
  2. Medical instructions not to travel
  3. Transportation disruptions, cancellations and closures
  4. Medical professionals required to work in connection with the COVID-19 outbreak
  5. Traveler is sick with COVID-19

 

Offering travel credit to guests who can’t travel now encourages them to book with an Airbnb host in the future. 

 

Given the unpredictability of COVID-19, hosts will likely continue to see cancellations from guests who cannot travel because of COVID-19. We heard some of you are concerned with guests taking advantage of this policy by cancelling and rebooking for the same dates with another listing and lower price. We are continuing to monitor the course of the pandemic, the Policy, and guest cancellation options to ensure refunds issued to guests are merited under the Policy.



We plan to update this page with current information about the Extenuating Circumstances policy, so you can bookmark it to stay informed. As decisions are made, we’ll continue to keep you updated. 

75 Replies 75
Elisabeth739
Level 1
Pueblo, CO

I think I’m getting the runaround from Airbnb and I’m ready to never rent from them again.
We had reserved an Airbnb in Philadelphia May 14 through the 19th for family to attend a college graduation. Then Covid came to Philadelphia. On April 10 I canceled the reservation with the following message to the host:

“All events related to our trip were cancelled by college due to covid 19 crisis. In addition my husband and I are both in high risk groups and we are essential personnel in our state and local governments and cannot receive vacation time during this crisis”

The host said OK, and added a kind “We’re all in this together” and refunded 10% which was the policy for canceling more than 30 days before arrival. Airbnb said that the remaining substantial portion of the money could be used as credit in the future for an Airbnb rental. The window for the credit was something like a year and a half.

I recently booked another Airbnb and when I try to get the money credited the support as to how to do this was nowhere to be found. After  back-and-forth messaging the Airbnb person said it had no idea what to do and would refer me to a “specialist”. But I received no further contact.
When I messaged again they said they couldn’t help me because I already had a message thread in progress!

I then went through the whole thing again and now they are telling me I need documentation of airline tickets, travel ban, medical condition, or military something or other, in order to be able to get  a “refund”. I have never asked for a refund.  I just want the credit from the last rental applied to this new rental, but they won’t acknowledge that.
 My “not in a high risk group” daughter was able to get her credit applied without any problem, but that was a couple months back. I’m wondering if they are now trying to make it so difficult to get the credit applied that people will just give up.

Can anyone help me? I’m ready to never use airbnb again.

Mohamed307
Level 2
Leeds, United Kingdom

Wow. It seems I'm not alone with my frustration towards airbnb. For the following reasons:-

1. I've had two groups cancel bookings in July in Morocco. Even though travel restrictions were lifted and covid numbers were controlled there. 

2. The cancellations aren't during the slim dates where airbnb were offering support to its superhosts which is very annoying because the dates which we as hosts were affected are far greater than the short two months they're offering the small bail out for cancellations policy.

 

 

Off topic but a question I have for hosts in London and West London more specifically are you finding that bookings are still down to nil or are they picking back up slowly. Im assuming not due to further restrictions placed in the UK. With the rule of 6 in place and people advised not to travel to each others house. Thoughts and your stories are appreciated.

Emma2279
Level 2
Scotland, United Kingdom

Morning, 

 

Quick query i am not a host, had booked Airbnb 3rd to 9th November in England looking for advice 

 

On 1st November with impending lockdown restrictions, host contacted me to confirm check in time , now Airbnb is primary home of family who are in property,  you are not allowed to meet with other households indoors,  i did state wasn't planning to travel but i hadn't definitely decided at that point , advised me to contact airbnb as claimed unsure of what to do 

 

On 2nd November my weekly covid-19 test at work came back positive so obviously could not travel 

 

Airbnb ignored this fact repeatedly told on phone and have evidence of conversations dated and timed prior to check in stating i could not travel due to covid-19 positive status 

 

I was told on phone by Airbnb to cancel booking, this would result in only a refund of £20 cleaning fee being issued 

 

Then airbnb stated i could get 50% refund, unsatisfied 

 

I  opened a PayPal case and i haven't a clue what Airbnb fiction has been told to PayPal but case closed in Airbnb favour 

 

Extenuating circumstances policy states i am entitled to a refund 

 

Airbnb then initially refused to respond to me claiming chargeback open when it clearly was closed, when i contacted them again 

 

Evidence dated and timed of positive covid test before check in date submitted, refused a refund of any sort now by Airbnb 

 

Is there any point in continuing to pursue Airbnb without going down legal route ? 

 

Host is ignoring my refund request ,

 

Thank you 

@Emma2279 Try one more time to see if you get a customer service operator who actually understands the EC policy of people with a positive test. If this fails then request their legal address in the UK to initiate a small claims court action that surely will find in your favour.

I suspect things have got difficult given the reservation is now in the past and you may not have followed the correct cancellation procedure.

Hans581
Level 1
Cape Town, South Africa

I am totally disappointed how AirBNB support their hosts with regards to COVID cancellations.

I had a booking for a month during high season (Xmas /NY), which is a very important time for me with regards to earnings.  The client cancelled because of COVID earlier this month.  Initially the standard cancellation fee of 50% was applied.  I find that is fair as it is very unlikely that I am able to get a similar booking at this late stage for that time.

The client never contacted me directly to discuss his unhappiness about this.  I was contacted by the AirBNB helpdesk (guy called Salah), which seems to just support the client and not understanding my concern.  He revert several times to the old COVID rules for cancellations, which where clearly not applicable to this case.

Without further explanation AirBNB cancelled the booking without any cancelation fee.  There is also no reason what the extenuating circumstance is.  As for COVID, this should not apply.  Firstly, South Africa as host country is open for all travellers and the guests are coming from Germany, which has not declared restrictions on travel.

I feel it is not correct from AirBNB to cancel this important booking without cancellation fee.  It was critical for me, and I got a real feeling they don't give a **bleep** about me as a hosts.  Why do they handle this so badly?

 

Dawnell2
Level 1
Page, AZ

We had a cancellation two days before check in 2nd to Covid. Airbnb used the EC card and gave them a full refund! Our cancellation policy is the strict option where if the guest canceled within 7 days they don't get a refund. But Airbnb gave them a full refund.  Why do we have policy options for cancellation if they don't apply? 

Audrey695
Level 1
Melbourne, Australia

Why has this policy changed? There are numerous people asking for refunds following a government-imposed travel ban in Victoria, Australia and apparently @Airbnb doesn't feel it should offer them any longer. Someone at Air BnB explain to me how this is any different from profiteering from the pandemic? 

Karen2488
Level 2
Hong Kong

I have a questions regarding the COVID rules and Superhost status. My property is in Bali and Bali has been closed to tourism since last year.  I recently lost my Superhost status because I haven't received enough bookings.  Obviously this is because tourism is still closed and at the moment Indonesia is in a dire situation.  I tried calling Airbnb to discuss reinstating my status given the situation but did not get anywhere.  Does anyone here have any insight on this issue?

@Karen2488 you lost Superhost status for another reason. Airbnb have suspended the number of stays requirement for 2021.

@Karen2488 As mentioned, the # of stays requirement has been waived,

 

https://www.airbnb.ca/resources/hosting-homes/a/updates-to-the-2021-superhost-assessments-257

 

You need to look at your Superhost stats to see where you fell short.

I'll take a  look again but I always respond as quickly as I possible so I don't see how that can be an issue unless I missed one accidently.  Thanks for your response.

Sick with Covid. Paid $1100 . Host is keeping $800. Very unfair…19DCCD04-DD7E-4B1F-86D7-31240597E234.png

@Tiffany561 If you can prove you have covid then you will need to call Airbnb to cancel rather than cancelling on-line.

John5614
Level 2
Montana, United States

I had a guest cancel with less than 24 hours notice, and airbnb issued him a complete refund.

 

He had called me earlier in the day wanting to cancel because he had found another place to stay that was closer to where he wanted to be. However, he must have told Airbnb that he had covid because during several conversations with airbnb's customer service, they told me he was refunded because of extenuating circumstances related to the covid-19 pandemic.

 

A quick search of his name on facebook indicates that this man and his family continued their vacation in glacier national park, the photos he's posted show no indication of a covid positive test in his family at this time.

 

The cancellation with such short notice has had an impact on my profits. I've spent a few hours on the phone with customer service, and seemed to hit a dead end with that approach. Any advice?

I’m in a similar situation.  I think as hosts we need to get together and collectively come up with a more reasonable cancellation policy.  That does not favour guests so strongly.  I’m seriously thinking about removing my listings from Airbnb as I feel so strongly about it.