Cancelation due to a Pandemic - extenuating circumstance

David64
Level 4
Yarmouth, ME

Cancelation due to a Pandemic - extenuating circumstance

I host a home for a family that has been living in NYC and attending College. After all their classes were canceled due to the Virus and fearful living in one of the highest concentrations of the virus decided to return to Maine. I blocked all dates to May 1 but had 1 reservation that needed to be canceled. I contacted Airbnb explained the situation and asked to have all penalties waived and to retain my Super Host status. I was told this was not possible. I was forceful and they agreed to take it under consideration. I cancelled the reservation anyway wanting to give the guest as much notice as possible. 8 hours later I was told as a 1 time curtesy they would let me cancel penalty free but it was 1 time only and would never be available again. It was almost as if I was being scolded. It seems that Airbnb has their heads in the sand regarding a world wide pandemic. I now am thinking long and hard about continuing my relationship with Airbnb.

3 Replies 3
Linda108
Level 10
La Quinta, CA

Please help me understand better why this May reservation needed to be cancelled.  Was the guest coming from an area of high infection rate at this time?  Did you contact the guest with your concern?  Why were the guests coming to your area?  Can you elaborate a bit for us?  Thank you

The reservations that needed to be canceled so the owners could come home was March 19-22. There owners have now been home for 3 days.  The owners and I agreed to block the calendar until May 1. As that date approaches we will reassess the situation with the Virus and if they will be returning to NYC. Yes I did contact the guest. I really don't know why you want to know where the guest was coming from and why. At this time there is no where on the planet the is not being affected by this Virus

David64
Level 4
Yarmouth, ME

Three days after putting me through unnecessary grief having to cancel a reservation due to the Virus you finally update your policies. Hopefully your new policy helps out all hosts when facing problems due to the spreading pandemic. You are late to the game. I am sure I am not the only one that experienced this trying to deal with Airbnb. Maybe time to reach out to hosts that you have mistreated regarding this global pandemic.