Cancellation and Refund Due to COVID-19

[Paige172]

I have a long term stay booked for August 8-November 30. Unfortunately, my mother (who I live with at the moment), has tested positive for COVID-19 and I also live in a hot-spot in Florida, so I need to cancel. I have been trying to get a hold of Airbnb customer service for the last couple of days to no avail. I am prepared to give them my mother’s positive test results as documentation so I receive a full refund. Is there any way for me to contact Airbnb in a more direct and timely manner? I feel bad that my host can’t find another guest to stay at her property until I cancel my reservation. Thanks in advance!

[Yadira22]

Hello @Paige172 

I am so sorry to hear this- wishing your mum a speedy recovery. 

https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide-UPDATED/td-p/413245

Otherwise, try contacting them via their Twitter page. 

Good luck and stay safe!

Yadira 🙂

[Ann72]

@Paige172  Have you gone to your "Trips" page and looked at the options for starting the cancellation process with extenuating circumstances?  Here's an article with more info:  https://www.airbnb.co.uk/help/article/2701/extenuating-circumstances-policy-and-the-coronavirus-covi...