Cancellation request because of covid but booked non-refundable option?

[Jackie101]

I've not had this happen before so would welcome advice. The guest's partner tested positive today. They are due to arrive in 2 days. When they booked, they opted for a reduced rate non-refundable option.  Where do I stand on this, please?

[Anonymous]

@Jackie101   Airbnb still consider it an extenuating circumstance if the guest is currently infected with Covid-19, which means they can get a full refund regardless of your cancellation policy (that "non-refundable option" is a joke - Airbnb has never practiced it).  Assuming that the person who tested positive was a member of the group, you don't really have any rights here once the guest decides to call Airbnb and get their refund.

You might be able to prevent this from happening by offering a date change.

[Jackie101]

Thank you.

I've already offered an alternative and waiting to hear back.

[Mike-And-Jane0]

@Jackie101 If you do offer the non-refundable option it only makes sense to do so if you just increase your rates by 10% first!

[Jackie101]

Ha, beginning to understand that!